Operational parameters

ABSTRACT

A customer service robot may be limited to a maximum physical ability, such as speed of travel, speed of a robotic arm, etc. However, certain customers may be uncomfortable with a robot operating at the maximum capacity. Accordingly, a customer may have an attribute associated with a performance-limiting criteria. The criteria then limits the robot to operations within operational parameters associated with the performance-limiting criteria. As a benefit, a robot may be transformed to provide a better customer service experience by working quickly to address a customer service task, but within the confines of what a particular customer, or customer type, may consider comfortable or acceptable.

CROSS-REFERENCE TO RELATED APPLICATIONS

The present application claims the benefit of Provisional PatentApplication No. 62/212,409, filed on Aug. 31, 2015, and is incorporatedherein by reference in its entirety.

FIELD OF THE DISCLOSURE

The disclosure relates generally to command and control ofmicroprocessor-driven mechanical devices.

BACKGROUND

Automation and mechanization of human tasks has lead to many of theadvances found in modern life. Devices, such as robots, are available toprovide many functions. For example, low-cost, general purpose personalrobots are available as toys or tools for hobbyists. High-powered,high-precision industrial robots are available for industrial orcommercial applications. Unfortunately, the cost, power, programming,maintenance, calibration, and other requirements make a human thepreferred actor for many needs.

SUMMARY

The present disclosure can provide a number of advantages depending onthe particular configuration. These and other advantages will beapparent from the disclosure and the embodiments herein.

In one embodiment, a personal robot may be provided to connect to abusiness at a customer location. The robot may be programmed and/orinstructed to do nearly any function in a house or business on behalf ofa contact center agent. For example, repairing a household appliance,pickup and delivery, mending socks, medical functions, etc. A contactcenter may provide the robot with downloadable or pre-loaded code forfine maneuvering.

Security and privacy are areas of concern in contact center and robotinteractions with customers. Authentication, blocked functions,third-party oversight, and standards must be considered, such as topromote trust and overcome resistance to adoption. Documented anddemonstrable security and privacy measures promotes consumer acceptanceof higher-level robot functions in their home.

In one embodiment, a robotic solution is provided comprising security,privacy, monitoring, and/or interaction capabilities between contactcenters and customers. A robot may comprise components that are owned orcontrolled by a customer. A particular function may be performed by arobot provided via the contact center, the customer, or a combinationthereof. Additionally, a robot may interact with customer-ownedcomponents (e.g., power supply, communication interface, input-outputdevice, etc.). Robots may have a variety of information gathering toolsthat, whether real or perceived, present a risk to the contact center ifinformation obtained is misused or stolen and a risk to the customer forloss of information, loss of privacy, and anguish over the potential forsuch information to be used to perpetrate a crime or other unwelcomeaction against the customer. Accordingly, when a contact center deploysa robot or interacts with a customer-owned robot or other equipment,security and authentication are priorities. As an extension of thecontact center's capabilities within a customer's home, facets ofsecurity and connection beyond the current models must be considered andimplemented.

Software Security:

As security is a priority, in one embodiment, a contact center has theability to deem whether a robot is “clean enough” to be trusted as itsagent to enter and operate in a customer's home or business. As such,the contact center can employ the following tasks: a) verify that atrusted anti-virus security software/system is present on the robot andoperational; b) load a virus scanning software module as part of itsdownloadable software package for further verification; and/or c) invokea trusted “cleaning cycle” of a trusted anti-virus software package oroperating system capability.

Movement and Interaction Verification:

To verify identity or human physical capabilities, software could bedownloaded to authenticate or provide simple human capabilityverification. Consider the following embodiments:

1. The contact center may command a local robot to ask a local human totap its shoulder twice, pat its head once, hold both wrists, etc. as ameans to verify the mobility and/or language compression of the human.

2. The contact center may command the robot to request that the human gothrough a physical password. The physical password may comprise, forexample, one or more of vocal utterances, arm or hand movements in freespace, and additional movements that may involve the robot. For example,one human's password could consist of saying “One, Blue,” then takingtwo steps towards the robot and touching the left shoulder of the robotwith the human's left hand.

3. In addition to movement interaction sequences, the robot may be alocal agent to accept and authenticate other forms of voice, visual, andinteraction multi-factor authentication. Notifications can be providedby robots, agents, and customers as authentication and testing takeplace.

4. Various algorithms for the duration of the authentication period canbe enforced, including: time-based (e.g., good for one hour, etc.),proximity-based (e.g., human must be in sight at all times withoutinterruption to the robot, must be within a certain distance),biometrics-based (e.g., good only while subject is observed to beliving, respiration is below 20 breaths per minute, etc.), continuousvocal/audio interaction-based (e.g., robot hears human's breathing, lowvolume heartbeat effects, requires human to carry on continuousconversation, etc.), and/or event-based (e.g., good until a given eventoccurs, good for three attempts, etc.). Multiple techniques may beemployed for notifying a human that the validation period is coming to aclose or needs to be refreshed, including: audio announcements, visualdisplays, or specific movements (e.g., look at human, extend arms,open/close palm three times as if to ask for a key, etc.).

Authentication through 3D Reconstruction:

A robot may have one or more movable “heads” and thus one or more fixedor movable cameras. The robot can capture still or video images inoptical and non-optical wavelengths, passive and/or induced magneticfield imaging, and/or sonar or other mechanical wave-based imaging. Therobot may determine the precise location of the camera relative to thebody of the robot. With this information, a robot can be programmed bythe contact center to transmit a stream of data to the contact centerand enable the contact center systems to perform scene/environmenttwo-dimensional (2D) and/or three-dimensional (3D) reconstructions. Witha receiver in the robot's arm, hand, etc., a service like 3D humanimaging (e.g., x-ray, sonogram, computerized tomography, magneticresonance imaging, etc.) may be provided. Reconstructed 3D environmentsand/or subjects may be used for 3D identification of humans at the robotlocation, systems/equipment diagnostics, and as an input to holographic3D scene recreation for use by contact center agents. Alternatively,processing can be done solely or partially by the robot for individualinputs and optionally with a derived 3D scene description transmitted tothe contact center.

O/S Blocking Function for Privacy:

A robot provided, in whole or in part by the user (e.g., customer), or“bring your own robot” (BYOR) may gather a wealth of personalinformation from data collected or analyzed. Accordingly, the robot mayemploy a base operating system and/or other applications thatspecifically limit, for example, a contact center application's abilityto gather information to only that which is essential for a 3Dreconstruction or other permitted/required task.

A robot's imaging may be varied based on a more precise location. Forexample, while an image of a human patient for medical purposes may havea high frame rate, pixel resolution, and/or pixels per frame up to andincluding the maximum imaging capacity of one or more cameras. However,travel through the patient's home may be more limited, such as tominimally satisfy the requirement for autonomous travel within the homeand avoid capturing unnecessarily detailed images unrelated to a purposeof the robot.

A robot may be limited by owner-provided software and/or configurationas to where images may be permitted (e.g., only in the laundry room fora washer repair application and not the living room or other rooms ofthe house). Similarly, other information may be limited by a blockingfunction, such as quality of audio, where audio may be collected, reviewof audio, etc., or for location, precision of location information,requiring location information to be relative (e.g., three feet fromstarting point, then two feet, etc.) but not absolute (e.g., no GPScoordinates), so robot can move around the room safely, but cannottransmit the effective location of the house itself. Another functionwhen feeding video from the robot to the agent can be to mask facesother than the authorized human in the home and/or obscure otheridentifying items. The system and/or application can, based on userprivacy settings, pixilate, fuzz, or otherwise sufficiently obscure thefaces of other people, children, displayed images (e.g., artwork,photographs, etc.), diplomas, etc. that might be displayed in a home orbusiness.

Blocked and Limited Functions:

Another area of security concern is abated by the contact center havingthe ability to provide blocked functions, such as blocked fields inco-browsing. Functions can be totally blocked, blocked based onlocation, blocked based on client's approval, and time-based functionswith expiration. For example, with regard to a washing machine repair, arobot may not be permitted to touch physical objects, other than thefloor for support, outside of the laundry room, and only allowed totouch and manipulate the washer for the purpose of performing therepair, which may optionally be time-limited (e.g., sixty minutes, etc).

Third-party Oversight:

Safety can also be a concern when robots are in a home. Third-partyoversight can be provided per customer request or by design given thecomplexity or potential safety issues for a task. A providing companymay use a resource similar to VeriSign for this purpose. Consider, forexample, the washing machine repair scenario: a customer might be afraidthat a contact center-owned robot may use the screwdriver to attackthem. The customer can thus request third-party oversight of robotactions. In another example, a customer may be concerned that a robotmay damage walls or other property, become entangled in cords, rugs,etc., or otherwise become a hazard to persons or property due to anoperation having an unintended consequence.

Several mechanisms are disclosed with regard to providing third-partyoversight:

1. The base operating system of the robot can have certain rulespreprogrammed into a continuous monitoring oversight function.

2. The local human/owner can acquire third-party oversight software toperform the blocking control function.

3. A contact center/repair company can submit software to a testinginstitute (e.g., Underwriters Laboratory) for “safety certification.”

4. To limit liability, a contact center/repair company can require thateither the first or second disclosed mechanism is present on the machinein addition to certifications it may perform on its own software as a“safe harbor” requirement.

5. Institute and advertise a policy requiring third-party oversight whena situation involves a robot's handling of sharp objects, hazardouschemicals, high-value objects, or other high-risk objects.

6. A second trusted robot may be deployed in the home or business forobserving the actions of the first robot, whether it is contact center-or customer-owned. “Observing” here can be visual monitoring, monitoringof first robot fundamentals (e.g., speed of movement of an arm,proximity to local humans—keep a safe distance, etc.). Additionally,keep alive/verified sanity interactions between a watchdog master robotand a working robot (owned by a customer or contact center) can beemployed. Finally, a trusted robot can be deployed to “protect” thelocal humans from attack, thrown objects, excessive noise, etc.

Examples of a Dispatched Agent Robot:

1. A home robot, which may comprise third-party software, is dispatchedon a mission and leaves premises (e.g., to go grocery shopping, conductpharmacy pickup, attend community meeting for remote participation,vote, etc.).

2. A robot comprises a control mechanism for spending currency on behalfof owner (e.g., remote validation, voice verification, pre-authorizedspending limit, etc.).

3. Standard interface for police identification compliance, such as foridentification of a robot and/or robot owner to police in response tothe robot performing an illegal action, such as a trespass, trafficinfraction, or other criminal or civil violation. Standard interface forgovernment/police-to-robot interaction (e.g., order the robot to abortits mission and leave the area due to a fire or other hazard, etc.).Standard language capability for authority control (e.g., voicelanguage, signal-encoded laser with VeriSign certificate authority andremote command capability).

4. Return-home functionally for a robot in the field experiencingoperational issues, failing a self-check, or other out-of-specificationcondition. The return-home functionality may be implemented, in whole orin part, by third-party software.

In one embodiment, and by way of general introduction, robotic serviceagents are provided with security and control aspects similar to thoseprovided to human service agents (e.g., repair personnel, homehealthcare workers, cleaners, etc.). For example, human service agentsmay be restricted, either formally or by expectations, to conform tocertain physical constraints of the service area, such as a home. Inparticular, a human service agent on-site at a service area for thepurpose of repairing a refrigerator may be allowed free access to thekitchen area with the refrigerator and points between the refrigeratorand the entry to the service area, but cause concern if they enter abedroom.

In order for robotic service agents to be more readily accepted,security concerns, whether real or perceived, need to be addressed. Inpart, robotic service agents may need to be confined to a “need to know”mode of operation and not access locations or information that is notrequired to perform a task for which the robotic service agent is beingutilized. Use of robotic service agents may instill security concernssimilar to those of human service agents (e.g., theft, accessingunjustified areas of the service area, gathering information without abona fide reason, harm to persons or property, etc.). Additionally,robotic service agents are computers which comprise input components(e.g., microphones, cameras, radar, etc.) and communication components(e.g., WiFi, cellular, Ethernet, Bluetooth, infrared, etc.). A user orcustomer of a robotic service agent may be concerned that the roboticservice agent is a “Trojan horse” utilized for communicating gatheredinformation to parties unknown, or known but potentially nefarious.Robotic service agents have one or more physical capabilities, which maybe another source of concern. For example, programming or instructionfailure or error, mechanical failure, communication failure, action of abad-actor in communication with the robotic service agent, or othercondition may be perceived as a physical risk to persons, property, ordata. For example, a robotic service agent may knock over a lamp, steala wallet, attack a human with a screwdriver, or cause a storage devicefull of family pictures to be purged. Even if a particular roboticservice agent is not capable of perform such unwanted acts, theperceived risks may still require management and mitigation in order forrobotic service agents to gain broader acceptance.

Robotic service agents may be embodied as end-user (e.g., customer)owned and operated, contact center-owned and/or operated device,third-party-owned and operated, or various portions and combinationsthereof. In one embodiment, the customer may own a portion of the robotbut a particular task requires a specialized tool. The contact center orthird-party may provide the tool, which may be kept by the customer orreturned upon completion of the task. In another embodiment, thecustomer may own computational and/or communication portion and accesssoftware from the contact center or third-party, to allow specializedfunctionality of the robotic service agent.

Sourcing a robotic service agent's components, in order to configure therobotic service agent to be able to perform a particular task, may comefrom a variety of sources and, as a result, the associated securityvulnerabilities may also come from a variety of sources. Errant ormalicious software (e.g., viruses, malware, bugs, etc.) may be found inlegitimate software of the customer, contact center, third-party, and/orother software provider. Additionally, imposter software; datainterception; loss of communication and/or control; incompatibility withlogical and/or physically attached components; flawed hardware, and/orother component may allow the robotic service agent to operate in amanner outside of its intended service purpose.

The acceptance of the Bring Your Own Robot (BYOR) service model maydepend, at least partially, on social interaction management. Providinga customer service robot that performs a customer service task may notbe enough to promote acceptance. A contact center in communication witha robot may manage the robot's parameters. Robots should stay withinbounds of what local human clients will accept for speed of movement,span of movement, and ability to follow directions/actions. Defaultlevels may be provided by testing with potential customers to setthresholds for speeds and “wildness” based on customer comfort levels.Additional controls may be provided to contact center agents and/orcustomers if they are particularly sensitive. One customer may be highlytolerant of a robot moving quickly and state, “Yeah, the robot goeswild, but I just wait for it to be done” versus another customer who mayprotest and say, “Slow down! You're scaring me here with your rapidmotions.” Social interaction may also be important for some customers.Accordingly, there may be a need for the robot to interject banter orother voice/motion interaction with the customer so that the robot doesnot just do the work, such as repairing the washing machine, butoccasionally talks to the customer as a human repair technician may do.The robot may then answer questions based on internal processes and dataor direct the questions to an agent of the contact center incommunication with the robot or other communication channel.

A. Social interaction management embodiments may include:

1. In one embodiment, an action parameter of the robot may be set, suchas in accord with a customer demographic and records on file, which mayfurther include previously accepted parameters on file (e.g., OK to actquickly, go out of sight, interact with family members (children, pets,plants), permission to move household objects, provide two-way videotransmission, etc.).

2. In another embodiment, the robot interaction parameter may bemodified (expanded/contracted), such as based on human interaction(e.g., “please slow down,” “stay away from those plants,” “don't touchthe vases,” “ok to move that stuff,” “ok to interact with the kids ordog,” etc.).

3. In another embodiment, the robot is provided with an ability toobserve human reaction, even if unvoiced, and modify behavioraccordingly. For example, the customer may gesture, conduct a sideconversation with others (e.g., “This robot is so damn slow.”), speed uptheir movement or range of motion as they move farther away from unit,etc.

4. In another embodiment, the robot is provided with an ability toobserve human reaction, including reading facial features (e.g., fearafter movement, or annoyance/frustration when moving slowly), handgestures (gesturing to “get away from the china!”), etc.

5. In another embodiment, the robot is provided with an ability tocharacterize a person as having disabilities and thus modify theinteraction methods (e.g., raise volume of speech interaction if hard ofhearing, use larger font display if sight impaired, identify person aspossibly having diminished mental capacity through the use of words,speech patterns (e.g., Down's syndrome), slurred speech/smell of alcoholor observation of illicit drugs, etc.

6. In another embodiment, Contact Center Routing is provided by therobot based upon a characterized customer characteristic (in addition tolanguage desired) used to route to an agent. For example, a customerneeds agent control with efficiency, extra care, or ability to performrepair in an unusual situation (e.g., washing machine is bolted to ashelf high up in the air, so a ladder is needed).

7. In another embodiment, legal restrictions are accommodated by therobot. For example, a female agent is needed because the robot isperforming health care functions with a female client, a certified agentis required because the robot is going to disassemble a client-ownedsystem that is no longer in warranty, etc.

Accurate capability characterization may remove many barriers to robotacceptance. Differentiation may be managed between a customer-ownedrobot versus a dispatched robot, robot complexity, and robot operatingsystems where all types have at least one physical capability. Once acapability is determined, one or more robots can be selected anddispatched for service, including where some work will be automated andother work will be human-augmented computer control. Additionally, therobots with servo motors may be characterized for their capability inspace (e.g., code-based skills and capability mapping). A specific robotor robot type may have multiple pre-set values, such as hearing levelsand multiple cameras and views to provide characterization of a customerenvironment. Multi-skill interactions and routing may be addressed andmay further incorporate an agent or team of agents controlling one ormore robots. Third-party oversight may be provided on the request of thecustomer (or by design) by a providing company (e.g., VeriSign-like)given the complexity of a task.

B. Capability characterization embodiments may include:

1. In one embodiment, a robot is characterized based on modelinformation, such as the purchased capability/features of the baseoperating system, additionally identified accessories/attachments (e.g.,micro-tweezer finger attachments, infrared sensing camera option, etc),customer input, etc.

2. In another embodiment, exercising pre-work qualificationscharacterize specific capabilities of the robot. For example, a sighttest on a standard visual chart may characterize focusing ability andthe cleanliness of a lens of a robot's camera. Another example would bevalidating robot ability to lift a standard weight and/or calibrate aforce applied, such as lifting a ten pound weight three inches or movingone centimeter and comparing the expected result with the actual heightof the weight or the actual distance moved.

3. In another embodiment, a component, such as a camera, maycharacterize three-dimensional (3D) aspects of an environment forvalidation of camera operation and calibration.

4. In another embodiment, a robot's reporting of capabilities and/orcontrols are characterized, such as by a software assurance/validationprocess or model provided by a trusted third party (such as anequivalent to Underwriters Laboratories' certification provided toqualified electrical devices) and may further comprise a digitallysigned certification.

5. In another embodiment, presence of oversight or control/protectionsoftware and validity is provided, such as by a similar trusted thirdparty.

In another embodiment, interaction recording and optional playback isprovided. Interaction recording may capture the actions of an agent,robot, and/or user interactions. The robot may then capture theinteraction and optionally replay the interaction using the same ordifferent equipment. The robot may simulate replay using 3D replicationin viewing (e.g., holographic imaging), the ability to relate robotinteractions to location, movement of local objects, and interactionwith other tagged/radio-frequency identification (RFID) objects.

C. Recording/playback embodiments may include:

1. Local and/or remote recording of visual, audio, and/or motioninteractions are provided.

2. Ability to play back visual/audio/interaction records for contactcenter staff and/or customer is provided.

Analysis of captured actions of agent, robot, and/or customer mayinclude an assessment of the success or failure and normalized values, adetermination of a type and/or responsibility of a failure,determination that the system has been compromised, and/or the abilityto identify sessions for performance review for involved contact centeragents.

D. Performance analysis embodiments may include:

1. Real-time analysis of visual/movement by local and/or remotemonitoring software for the purpose of identifying a potential ordetected mechanical failure of the robot or of a mismatch betweencommands and reaction thereby indicating a potential software error orvirus/hacker compromise in an underlying system.

3. Ability to play back visual/audio/interaction records for review,management/QA staff on how an agent controlled the robot, success levelof interactions, and potential improvements to “scripts” for contactcenter agents.

4. Ability to analyze interactions automatically (e.g., speech and/ormotion analytics) to select sessions that require further human review.

5. Ability to analyze interactions automatically and score them forsuccess, customer satisfaction, agent satisfaction, and/or efficiency toestablish baseline scoring. Then the ability to detect positive ornegative outliers for further analysis plus score agents for above/below“agent normal score” for either taking their best ideas and teaching toothers, or providing that agent more training due to substandardperformance.

Vertical markets that may be serviced by BYOR concepts and a contactcenter might include, but are not limited to hospitality, health care,general service, food, security, finance, simple trades (e.g., plumbing,electrical, etc.), home network and robotized home components (e.g.,cupboards, garage door, etc.), self-driving vehicle, insuranceadjustments, work bidding, task decomposition, staff supplementation(e.g., a B2B for robots or skills), and door-to-door sales (e.g., avendor sends a robot and/or drone with five item choices).

E. Vertical specific embodiments may include:

In a healthcare example, Customer A desires to sign up for a lifeinsurance policy. As part of that process, Customer A needs to havebasic vitals taken (e.g., blood pressure, temperature, etc.) and providea urine sample to the insurance company. When Customer A calls aninsurance company, a robot is deployed to Customer A's house (unless oneis already there having appropriate capabilities to complete thenecessary tasks). Once Customer A and the robot are in the presence ofone another, the robot (or customer) calls an insurance company callcenter where the call is routed to a human agent that will walk thecustomer and the robot through the necessary steps. Control over therobot may or may not be made available to the agent (or Customer A).While the necessary steps are taken, the agent is able to view theinteraction (e.g., via a camera on the robot) and ensure the appropriatepractices are followed.

Once the interaction is done, the robot can take the sample andcommunicate any other information to the agent. The robot can leave andmove on to another task. An interaction can occur directly betweenCustomer A and the agent until all tasks are completed. In this example,the robot executes simple functions according to its capabilities onbehalf of the agent. If the robot is not deployed by the insurancecompany, then the process may first require a step where the robotcommunicates its capabilities to the agent, thereby enabling the agentto know what steps can be completed with the robot and what steps willneed to be completed later (perhaps via another robot, on video, or witha deployed human).

The term “robot,” as used herein, refers to a robotic service agentcomprising a microprocessor, physical capability in communication withthe microprocessor, and a communication interface.

The phrases “at least one,” “one or more,” “or,” and “and/or” areopen-ended expressions that are both conjunctive and disjunctive inoperation. For example, each of the expressions “at least one of A, Band C,” “at least one of A, B, or C,” “one or more of A, B, and C,” “oneor more of A, B, or C,” “A, B, and/or C,” and “A, B, or C” means Aalone, B alone, C alone, A and B together, A and C together, B and Ctogether, or A, B and C together.

The term “a” or “an” entity refers to one or more of that entity. Assuch, the terms “a” (or “an”), “one or more,” and “at least one” can beused interchangeably herein. It is also to be noted that the terms“comprising,” “including,” and “having” can be used interchangeably.

The term “automatic” and variations thereof, as used herein, refers toany process or operation, which is typically continuous orsemi-continuous, done without material human input when the process oroperation is performed. However, a process or operation can beautomatic, even though performance of the process or operation usesmaterial or immaterial human input, if the input is received beforeperformance of the process or operation. Human input is deemed to bematerial if such input influences how the process or operation will beperformed. Human input that consents to the performance of the processor operation is not deemed to be “material.”

Aspects of the present disclosure may take the form of an embodimentthat is entirely hardware, an embodiment that is entirely software(including firmware, resident software, micro-code, etc.) or anembodiment combining software and hardware aspects that may allgenerally be referred to herein as a “circuit,” “module,” or “system.”Any combination of one or more computer-readable medium(s) may beutilized. The computer-readable medium may be a computer-readable signalmedium or a computer-readable storage medium.

A computer-readable storage medium may be, for example, but not limitedto, an electronic, magnetic, optical, electromagnetic, infrared, orsemiconductor system, apparatus, or device, or any suitable combinationof the foregoing. More specific examples (a non-exhaustive list) of thecomputer-readable storage medium would include the following: anelectrical connection having one or more wires, a portable computerdiskette, a hard disk, a random access memory (RAM), a read-only memory(ROM), an erasable programmable read-only memory (EPROM or Flashmemory), an optical fiber, a portable compact disc read-only memory(CD-ROM), an optical storage device, a magnetic storage device, or anysuitable combination of the foregoing. In the context of this document,a computer-readable storage medium may be any tangible medium that cancontain or store a program for use by or in connection with aninstruction execution system, apparatus, or device.

A computer-readable signal medium may include a propagated data signalwith computer-readable program code embodied therein, for example, inbaseband or as part of a carrier wave. Such a propagated signal may takeany of a variety of forms, including, but not limited to,electro-magnetic, optical, or any suitable combination thereof. Acomputer-readable signal medium may be any computer-readable medium thatis not a computer-readable storage medium and that can communicate,propagate, or transport a program for use by or in connection with aninstruction execution system, apparatus, or device. Program codeembodied on a computer-readable medium may be transmitted using anyappropriate medium, including, but not limited to, wireless, wireline,optical fiber cable, RF, etc., or any suitable combination of theforegoing.

The terms “determine,” “calculate,” “compute,” and variations thereof,as used herein, are used interchangeably and include any type ofmethodology, process, mathematical operation or technique.

The term “means” as used herein shall be given its broadest possibleinterpretation in accordance with 35 U.S.C., Section 112(f) and/orSection 112, Paragraph 6. Accordingly, a claim incorporating the term“means” shall cover all structures, materials, or acts set forth herein,and all of the equivalents thereof. Further, the structures, materialsor acts and the equivalents thereof shall include all those described inthe summary, brief description of the drawings, detailed description,abstract, and claims themselves.

The preceding is a simplified summary of the disclosure to provide anunderstanding of some aspects of the disclosure. This summary is neitheran extensive nor exhaustive overview of the disclosure and its variousembodiments. It is intended neither to identify key or critical elementsof the disclosure nor to delineate the scope of the disclosure but topresent selected concepts of the disclosure in a simplified form as anintroduction to the more detailed description presented below. As willbe appreciated, other embodiments of the disclosure are possibleutilizing, alone or in combination, one or more of the features setforth above or described in detail below. Also, while the disclosure ispresented in terms of exemplary embodiments, it should be appreciatedthat an individual aspect of the disclosure can be separately claimed.

BRIEF DESCRIPTION OF THE DRAWINGS

The present disclosure is described in conjunction with the appendedfigures:

FIG. 1 depicts a first system in accordance with embodiments of thepresent disclosure;

FIG. 2 depicts an architecture in accordance with embodiments of thepresent disclosure;

FIG. 3 depicts a second system in accordance with embodiments of thepresent disclosure;

FIG. 4A depicts a first system comprising instructions in accordancewith embodiments of the present disclosure;

FIG. 4B depicts a second system comprising instructions in accordancewith embodiments of the present disclosure;

FIG. 4C depicts a third system comprising instructions in accordancewith embodiments of the present disclosure;

FIG. 4D depicts a fourth system comprising instructions in accordancewith embodiments of the present disclosure;

FIG. 5A depicts a first multiple robot system in accordance withembodiments of the present disclosure;

FIG. 5B depicts a second multiple robot system in accordance withembodiments of the present disclosure;

FIG. 6 depicts a contact center system in accordance with embodiments ofthe present disclosure;

FIG. 7 depicts a first communication system in accordance withembodiments of the present disclosure;

FIG. 8 depicts a second communication system in accordance withembodiments of the present disclosure;

FIG. 9 depicts a first interaction in accordance with embodiments of thepresent disclosure;

FIG. 10 depicts a second interaction in accordance with embodiments ofthe present disclosure;

FIG. 11 depicts a third interaction in accordance with embodiments ofthe present disclosure;

FIG. 12 depicts a fourth interaction in accordance with embodiments ofthe present disclosure;

FIG. 13 depicts a fifth interaction in accordance with embodiments ofthe present disclosure;

FIG. 14 depicts a sixth interaction in accordance with embodiments ofthe present disclosure;

FIG. 15 depicts a customer-based modification of a robot in accordancewith embodiments of the present disclosure;

FIG. 16 depicts an observation-based modification of a robot inaccordance with embodiments of the present disclosure; and

FIG. 17 depicts operational parameters for a robot in accordance withembodiments of the present disclosure.

DETAILED DESCRIPTION

The ensuing description provides embodiments only and is not intended tolimit the scope, applicability, or configuration of the claims. Rather,the ensuing description will provide those skilled in the art with anenabling description for implementing the embodiments. It will beunderstood that various changes may be made in the function andarrangement of elements without departing from the spirit and scope ofthe appended claims.

Any reference in the description comprising an element number, without asubelement identifier when a subelement identifier exists in thefigures, when used in the plural, is intended to reference any two ormore elements with a like element number. When such a reference is madein the singular form, it is intended to reference one of the elementswith the like element number without limitation to a specific one of theelements. Any explicit usage herein to the contrary or providing furtherqualification or identification shall take precedence.

The exemplary systems and methods of this disclosure will also bedescribed in relation to analysis software, modules, and associatedanalysis hardware. However, to avoid unnecessarily obscuring the presentdisclosure, the following description omits well-known structures,components, and devices that may be shown in block diagram form, and arewell known or are otherwise summarized.

For purposes of explanation, numerous details are set forth in order toprovide a thorough understanding of the present disclosure. It should beappreciated, however, that the present disclosure may be practiced in avariety of ways beyond the specific details set forth herein.

In one embodiment, a robot is disclosed, comprising: a data repository;a microprocessor in communication with a network interface and whenprovided with instructions cause the microprocessor to: access aperformance-limiting criteria from the data repository, theperformance-limiting criteria being determined in accord with a profiledatum of a user at a service location; and operate the robot to performa customer service task at the service location within an operationalparameter associated with the performance-limiting criteria.

In another embodiment, a system is disclosed, comprising: a datarepository; a network interface; a server of a contact centercommunicating via the network interface with a robot at a servicelocation; the server accesses a performance-limiting criteria from thedata repository, the performance-limiting criteria being determined inaccord with a profile datum of a user at the service location; and theserver signals the robot to perform a customer service task at theservice location within an operational parameter associated with theperformance-limiting criteria.

In another embodiment, a system is disclosed, comprising: means toaccess, by a microprocessor, a performance-limiting criteria for a robotperforming a customer service task at a service location, theperformance-limiting criteria being determined in accord with a profiledatum of a user at the service location; and means to cause, by themicroprocessor, the robot to perform the customer service task within anoperational parameter associated with the performance-limiting criteria.

FIG. 1 depicts a system in accordance with embodiments of the presentdisclosure. In one embodiment, robot 102 is provided to service location104 to perform a task. The task may comprise one or more physicalaspects or activities within service location 104. Service location 104may be any customer-controlled location, including, but not limited to,interior and/or exterior portions of a home, retail, commercial,municipal, or industrial facility. Robot 102 may be entirely orpartially owned by the customer. It should be noted that owned includes,but is not limited to, having legal title, possession, authority over,management over, stewardship of, rented, leased, borrowed, or othercontrol associated with legal possession and authority to act as anowner, less any rights contractually surrendered. In another embodiment,robot 102 is entirely owned by a contact center, or other entity.

In another embodiment, a portion of robot 102 is owned by a customer andanother portion is owned by the contact center. The portion of robot 102owned by the contact center may be hardware and/or software. Forexample, a customer may wish to deploy robot 102 to perform aspecialized task, such as to repair a washing machine. Robot 102 mayrequire specialized tools to perform such a task. Accordingly, thecustomer may contact the contact center or other entity and scheduledelivery of a component to coordinate with robot 102 and provide thetools necessary to complete the task. In another embodiment, robot 102may not have instructions to perform a task. The customer may downloador otherwise acquire instructions to enable robot 102 to perform thedesired task. In yet another embodiment, software instructions may beprovided as embedded software with an attachment. To continue the priorexample, robot 102 is fitted with a specialized tool required to repaira washing machine. The specialized tool, which may be a “dumb” tool(e.g., wrench, lift, pulley, etc.) and not require any computationalability for itself to operate, but may contain a media comprisinginstructions that, once in communication with robot 102, enables robot102 to perform a task. The specialized tool may also be a “smart” tool(e.g., robotic arm, etc.) having a microprocessor and its owninstructions and optionally a media having instructions for robot 102 toperform the task or a portion thereof. For example, a specialized toolmay perform an operation, such as applying a force to a shaft held by abearing and robot 102 may be configured by the instructions to examineimages of the bearing captured by a camera and, based thereon, determineif the bearing has failed.

Robot 102 may be entirely autonomous, autonomous once positioned in apredetermined location or proximate to the object of a task, or a droneor proxy for an operator, such as a supervisor robot or agent of acontact center remotely controlling robot 102 in whole or in part.Control may alternate from robot 102 to a networked supervisor, human orrobotic, based upon progression of the task, specific waypoints in atask, or due to component or linkage failures. In one embodiment, ahuman remotely operating robot 102 may suffer a loss of communicationand robot 102 may proceed autonomously to ensure the task progresses oris placed in a safe state. For example, an agent of a contact center maybe remotely operating robot 102 and attempting to light a pilot light ofa gas water heater when communication between the contact center andagent are lost. Robot 102 may be configured to then discontinueattempting to light the pilot light, turn off the gas supply, and waitfor communications to be restored.

In another embodiment, robot 102 may interact with one or more humanand/or automated resources. For example, robot 102 may utilize anon-board speaker or display to communicate with a human, such as torequest assistance in locating the object of the task. In anotherembodiment, robot 102 may communicate with an off-site resource (humanand/or automated) to access data, instructions, etc. or to provide data,which may include, but is not limited to, images, videos, sound, and/orother data (e.g., serial numbers, settings, display values, etc.).

Security for robot 102 and the actions performed by robot 102 may be aparticularly sensitive issue for consumer acceptance, such as the owner,occupant, controller, etc. of service location 104, which may comprisepersonal or other sensitive information and objects and persons. Robot102 may comprise, in part, a computer with communication ability and besubject to viruses or other malware. Accordingly, robot 102 may beprovided with anti-virus software, which may be verified and provideassurance that robot 102 operates without influence from unauthorizedparties. While certain on-board security measures may be implemented (asdiscussed more completely with respect to FIG. 2), external monitoring,command, and/or control resources may be provided to robot 102 directly,such as via a direct signal received by, sent from, antenna 106 (e.g.,WiFi, cellular, Bluetooth, GPS, etc.). Antenna 106 may be configured tooperate using other electromagnetic signals (e.g., infrared, radar,etc.) and/or mechanical signals (e.g., sound, feelers, etc.).

Robot 102 may communicate before, during, and/or after entering servicelocation 104 with one or more monitoring services, such as physicalsecurity 108. Physical security 108 may monitor a number of inputs, forexample, to determine that robot 102 is at the correct service location104, is not removed from service location 104 (e.g., stolen), opened byan unauthorized party, subject to stresses outside of predeterminedlimits (e.g., being hit, falling down stairs, colliding with an object,etc.). In another embodiment, physical security 108 may defineoperations to avoid damaging or accessing (actual or perceived)unauthorized data (e.g., electronic “eavesdropping,” audio/visualeavesdropping, room layouts, images or identification of items/personsunrelated to the task, etc.). Physical security 108 may then monitor theposition of robot 102, data that is, has been, or could be gathered andapply means to terminate such a security breach (e.g., temporarilydisable the microphone), dispose of inappropriate or unrelated data(e.g., discarding room maps or images), and/or require permission toperform an action from remote and/or on-site resources (e.g., “Mr.Smith, may I have access to your electrical service panel?”).

We now consider example scenarios and the embodiments disclosed therein.In a first scenario, a customer encounters a middle-of-the-nightchirping of a smoke detector with a failing battery. The customer isunable or unwilling to climb a ladder to replace the battery themselvesor have another person do the task. Accordingly, the customer opens aservice request with a contact center to have a new batter replaced byrobot 102.

In a first sub-scenario, the customer owns robot 102, which isconfigured to perform the entirely of the task. Robot 102 is providedwith a replacement battery, or configured to access a replacementbattery, and performs the replacement. In a second sub-scenario, thecustomer owns robot 102, which comprises hardware to perform the task,but lacks sufficient instructions to perform the task. The customeraccesses a set of instruction software 110, such as via a web interfaceto an application store, acquires the store for provisioning robot 102which is then deployed to replace the battery. Alternatively, robot 102may utilize in whole or in part, external processing agent 112 toperform real-time or near real-time data processing. For example, robot102 may acquire an image of the smoke detector and utilize externalprocessing agent 112 to provide an update to the procedure based uponidentification of the particular make and model of the smoke detector(e.g., the particular model requires a modification to the instructionsin order to access the battery compartment, etc.). In a thirdsub-scenario, the customer owns robot 102 which lacks the physicalcapacity to perform the task. The customer arranges for associatedhardware, which may then be physically or logically attached to robot102 to perform the task. For example, robot 102 may lack the ability toaccess the smoke detector. An accessory may be provisioned that eitherflies, climbs walls, has extension legs, or has other means of accessingthe ceiling and the smoke detector to perform the task or enable robot102 to perform the task.

In a fourth sub-scenario, the customer does not own robot 102 or isotherwise unable to provide any hardware to assist robot 102 inperforming the task. Accordingly, the customer may acquire robot 102 forthe purpose of performing the task.

The forgoing scenario, and related sub-scenarios, illustrates certainbasic operations and components utilized in performing a task.Additional components and instructions utilized to perform a task, aswell as to help ensure success, protect persons, property, and data, andpromote customer acceptance, may be provided. Robot 102 may image theroom or other area to identify the location of the smoke detector. Inthe process, robot 102 may acquire images of people, including children,the layout of the home, location of objects of value, pictures, etc. aswell as acquire certain information related to communications (e.g.,wireless router name and password, network attached devices, etc.).Privacy monitoring 114 may provide instructions to robot 102 (e.g.,delete certain information, downgrade the image quality showing certainelements, turn off microphones, purge all acquired data after thirtyminutes, etc.). Additionally, third-party monitoring/auditing 116 may beprovided to ensure compliance via certification services or otherverification. It should be appreciated that physical security 108,privacy 114, and/or third-party monitoring/auditing 116 may be provided,at least in part, on-board robot 102 and/or a component associated withservice location 104 (e.g., networked device with monitoring software,etc.).

Robot 102, particularly when located within service location 104, may besubject to monitoring by a number of human and/or automated agents. Inone embodiment, robot 102 is within service location 104 andcommunicates with other agents, such as by sending and receiving signalsutilizing antenna 106. Communication components are discussed in greaterdetail with respect to FIG. 2. Robot 102 may then operate within servicearea 104 to perform a task. The presence of the entities and theirstatus, such as whether or not a particular entity is activelymonitoring robot 102, may be reported, such as via message, website,etc. to inform authorized persons of interest that robot 102 isoperating as intended.

In one embodiment, robot 102 communicates with physical security agent108. Physical security agent 108 may ensure robot 102 is within theexpected location for robot 102 (e.g., geo-fencing). Additionally,physical security agent 108 may receive security state indiciaindicating that robot 102 has encountered a security threat such as byan accelerometer within robot 102 reporting a signal indicating robot102 has fallen down a stair or been struck. Other security state indiciamay indicate an attempt by an authorized party to access an internalcomponent, remove a component, disable or hinder operation, or otherhazard which robot 102 may encounter.

In yet another embodiment, physical security agent 108 may includeenvironmental risks to robot 102 such as power spike, temperature,pressure, hazardous chemical, debris, particulate matter, or otherunacceptable operating parameter. Physical security agent 108 may signalrobot 102 and/or on-site personnel to remove robot 102 from its presentlocation.

Physical security agent 108 may be an automated supervisor agent thatmonitors signals and if a security risk is detected, initiate aresponse. If it appears robot 102 is leaving service location 104, butsuch a departure is not expected or authorized, a party may beattempting to steal robot 102. Accordingly, physical security agent 108may signal robot 102 to respond, such as by playing a recorded or liveaudio message (e.g., “Please return me to the service area,” “Help! I'mbeing stolen,” etc.), which may be interactive via a microphone and/orcamera (“Mr. Customer, why are you moving the robot outside?”). Physicalsecurity agent 108 may then authorize the removal if appropriate (e.g.,“I am placing the robot outside to be picked up. I no longer need itsservices”).

Physical security agent 108 may take other actions such as notificationof law enforcement, recording images, audio, GPS, and/or other datawhich may be used by law enforcement to locate robot 102 and partiesattempting to steal robot 102. Robot may have a siren, loudspeaker,strobe or other attention-getting signals which may be activated upon aresponse by physical security agent 108. When physical security agent108 detects deliberate or suspected deliberate misuse or abuse of robot102, physical security agent 108 may present the abusing party, viarobot 102 and/or other communications channel (e.g., call, text, etc.),with a warning to discontinue such actions, indicate a penalty (e.g.,loss of privileges, fee, etc.), or other action designed to mitigateharm inflicted on robot 102 and/or the financial loss to the owner ofrobot 102.

In another embodiment, physical security agent 108 may monitor robot102, and inputs received from components of robot 102, to protectpersons, property, and data. For example, before performing a high-riskoperation (e.g., lighting a gas pilot light, touching an object known tohave a high risk of shattering, etc.) physical security agent 108 mayrequire, directly or via robot 102, that all human personnel are at asafe distance before the task is allowed to be performed. In yet anotherembodiment, physical security 108 may halt the actions of robot 102 andoptionally take over inputs (e.g., manipulate a camera, apply a forcewith an arm, etc.) and, once physical security agent 108 is satisfied,signal robot 102 to proceed with its actions. In still anotherembodiment, physical security agent 108 may observe an event (e.g.,child or pet approaching the robot or other violation of a safety orsecurity protocol) and signal robot 102 to halt operations or perform asafe shut-down (e.g., place itself and other objects under control ofrobot 102 into a safe condition).

In another embodiment, software agent 110 provides access to one or moredownloadable software applications, patches, libraries, etc., to bemaintained by a media of robot 102 for future execution. Software agent110 may receive a request for a service and identify a particularsoftware application or respond to a request for a particular softwareapplication. Software agent 110 may access the software application froma repository and may further require an account, payment, authorization,or other permission from personnel associated with service location 104,an agent associated with robot 102, an agent associated with theparticular software application, government regulatory agency, and/orother permission-determining entity with the decision-making authorityfor at least one of robot 102 and service location 104.

In another embodiment, external processing agent 112 provides liveexecutable software to robot 102. Robot 102, even when configured toperform a task, may lack data or data processing required to perform atleast a portion of the task. Accordingly, robot 102 may communicate withexternal processing agent 112 to gain additional data accessing and/ordata processing resources. For example, robot 102 may be tasks to repaira washing machine. Due to a parts shortage, the manufacturer installed amotor different from the motor provided in the documentation, whichrobot 102 may currently have accessed. Robot 102, or other agent incommunication with robot 102, may identify the discrepancy. However,robot 102 may not have access to the correct information regarding theactual motor. Accordingly, robot 102 may access external processingagent 112 to access motor documentation, which may comprise instructionsfor robot 102 to perform a service (e.g., location of mounting bolts,disconnection procedures for wires, etc.). In another example, robot 102may be performing a task in service location 104 which requires externalknowledge (e.g., external temperature, barometric pressure, etc.), suchas to calibrate an environmentally-sensitive machine. Robot 102 mayaccess external processing agent 112, causing external processing agent112 to locate and provide the requested information.

In another embodiment, external processing agent 112 provides at least aportion of executable instructions. For example, with respect to atleast one function of robot 102, robot 102 is a “dumb terminal” havingprocessor-executable instructions provided by external processing agent112 without storing or attempting to store a complete, or substantiallycomplete, set of the instructions in a media of robot 102. In yetanother embodiment, external processing agent 112 provides command andcontrol signals to and/or from robot 102. The signals may configurerobot 102, operate robot 102 or a portion of robot 102, utilize aninput/output device of robot 102, and/or other remote operation directedby external processing agent 112.

In another embodiment, privacy agent 114 may monitor robot 102, andcomponents thereof, to ensure compliance with a privacy policy. In oneembodiment, privacy agent 114 detects and reports compliance, or lack ofcompliance, with a privacy policy. In another embodiment, privacy agent114 enforces the privacy policy. For example, a robot 102 may be movingthroughout service location 104 to access the location for a task.Persons, photographs, and other images may be encountered. Accordingly,privacy agent 114 may cause the camera(s) of robot 102 to degrade (e.g.,lower resolution, fewer frames, altered contrast or other image setting,introduced noise, redaction, etc.) until such time as the cameras arerequired to perform the task. Information gathered, but not needed afterthe task has been complete, may be monitored by privacy agent 114 andoptionally, purged upon privacy agent 114 signaling robot 102.

In another embodiment, third-party monitoring agent 116 monitors and/oraudits robot 102. Third-party monitoring agent 116 may receive signalsfrom robot 102 and/or any other agents (e.g., agents 108, 110, 112,114), human-submitted observations, other automated systems (e.g., robotdelivery/servicing, financial, credit reporting, etc.) to determine ifrobot 102 is operating within a previously determined protocol.Third-party monitoring agent 116 may determine if a violation ofprotocol has occurred and signal personnel associated with at least oneof service location 104, robot 102, and/or other human or automatedagent that such a violation has occurred. In another embodiment,third-party monitoring agent 116 may cause, directly or via other agent(e.g., agents 108, 110, 112, 114), and/or personnel to performcorrective action to cause robot 102 to return to operating within thepreviously determined protocol.

Third-party monitoring agent 116 may access, physically and/orlogically, robot 102 before, during, and/or after the performance of atask at service location 104. Should a problem be encountered (e.g., avirus, out-of-protocol programming, etc.) third-party monitoring agent116 may signal appropriate systems and/or personnel to remedy the issue.For example, a protocol may be established that causes robot 102 topurge all location mapping and images associated with service location102 upon leaving service location 102. Should third-party monitoringagent 116 perform an audit or otherwise determine that such informationwas not purged, personnel and/or systems may be signaled that robot 102has operated outside of the protocol. Accordingly, a malicious or errantprogram that caused any data to be erroneously retained may be addressedand, if successful, third-party monitoring agent 116 may indicate thatrobot 102 has returned to operating within the protocol. Additionally,how such errant instructions came to exist in robot 102 may be analyzedto prevent further violations or identify the potential actions of badactors.

In one embodiment, each of agents 108, 110, 112, 114, and 116 arelocated externally to robot 102. In another embodiment, at least one ofagents 108, 110, 112, 114, and 116 is located internally or co-locatedwith robot 102, entirely or in part. For example, physical securityagent 108 may comprise an on-board theft or abuse detection and responsecomponent to respond promptly but may be directed by or communicate withan external portion of physical security agent 108, such as a human orautomated agent in a contact center which may take, or override, aself-defense, self-preservation, alarm, location, evidence gathering, orother loss prevention action.

FIG. 2 depicts architecture 200 in accordance with embodiments of thepresent disclosure. It should be appreciated that robot 102 generally,and when configured to perform a specific task, may comprise more,fewer, different, and/or differently arranged components from thoseillustrated without departing from the scope of the disclosure provided.Robot 102 comprises a number of internal physical and logical componentsthat may be utilized for performing tasks and other operations of robot102. Robot 102 may interact with the outside world physically byutilization of one or more of mobility/actuator 226, sensor 228, I/Odevice 230, and communications (or “comm”) link 232.

Robot 102 comprises at least one: the physical capability. In oneembodiment, the physical capability is provided by an I/O device 230 asembodied by an output device, which may include, but is not limited to,visual display, speaker, vibrator, indicator, electro-mechanical output,actuator, emitter, etc.

Sensor 228 and/or mobility/actuator 226 may enable robot 102 withphysical movements and optionally measure attributes associated with thephysical movements. For example, mobility/actuator 226 may be arotational motor of an arm attached to, or controlled by, robot 102.Sensor 228 may be an encoder monitoring the position of the arm toensure precision of the rotation of the arm. Sensor 228 may be orutilize other components of robot 102. For example, mobility/actuator226 may be a rotational motor turning a screw. Sensor 228 may beembodied as a camera (e.g., one of I/O devices 230) and terminate therotational motion when the camera detects the screw is properlypositioned or, if removing the screw, no longer present. Sensor 228 maybe embodied as a microphone (e.g., one of I/O devices 230) and detectthe sound of the screw falling into a collection pan. Sensor 228 may bea torque-measuring component and determine the screw has beensufficiently tightened or, if the torque abruptly falls, the screw headmay have been stripped or sheared off. Upon successfully, orunsuccessfully, completing the task, mobility/actuator 226 maydiscontinue rotating the screw.

Mobility/actuator 226 may comprise, but not be limited to, anelectro-mechanical output to provide robot 102 with locomotion,positioning, orientation, etc. for itself and/or an attachment orassociated component. Mobility/actuator 226 may provide anelectro-mechanical output to provide robot 102 with a means of applyinga force (e.g., push, pull, bend, shear, twist, rotate, etc.), directlyor via an attachment or associated component, to another object.

In another embodiment, the physical capability as provided by I/O device230 embodied as an input device may include, but is not limited to, asensor, which may be the same as sensor 228 monitoring an associatedmobility/actuator 226 or a different I/O device 230 may be configured toprovide robot 102 with inputs regarding external factors including, butnot limited to, force, temperature, pressure, chemical, electromagnetic,particle, acoustic/mechanical wave, position, location, orientation,acceleration, etc.

Robot 102 may communicate with other electronic devices viacommunications link 232. Communications link 232 may communicate viaradio-frequency (e.g., Bluetooth, WiFi, GPS, cellular, two-way radio,etc.), infrared, or by using other portions of the electromagneticspectrum. Communications link 232 may comprise a wired communicationlink including, but not limited to, direct connection to another deviceproximate to the robot, wired telephone, wired Ethernet, and/or wiredport (e.g., USB, HDMI, fiber optic, DVD reader/player, etc.).

Onboard I/O 222 provides input/output translation (e.g., drivers,language translation, etc.) to enable other components of robot 102 toutilize/provide input/output device 230. I/O device 230 may allow forthe direct interaction with Robot 102 and comprise one or more of directinput device (e.g., keyboard, mouse, trackpad/trackball,electro-mechanical inputs, dynamically determined function button (softbutton), camera, microphone, etc.). I/O device 230 may be embodied as anaudio device, such as a microphone and speaker, to receive spokencommands, locate sound-emitting sources, acoustic location (sonar),interact with human or automated personnel using a spoken language,audio signal (e.g., alarms, conformation tones, sirens, etc.). I/Odevice 230 may be embodied as a camera to receive gesture commands,locate objects, locate position of robot 102, or other visual operation.I/O device 230, when embodied as a camera, may comprise a sensorconfigured to detect one or more electromagnetic wavelengths, including,but not limited to, visual, infrared, ultraviolet, and x-rays. I/Odevice 230 may comprise imaging and/or distance measuring components(e.g., Radar, LIDAR, etc.). I/O device 230 may also be embodied as amechanical wave imager (e.g., sonogram, sonar, seismic, etc.).Additionally, mobility/actuator 226 and sensor 228 may operate as aprobe to measure distance or determine position for robot 102 or anassociated component. In yet another embodiment, I/O device 230 maycomprise an emitter configured to provide heating, cooling, partial orwave radiation, chemicals, etc.

Robot 102 comprises a number of components generally local to robot 102.It should be appreciated that local components are generally internal torobot 102, but local components may be externally located (e.g.,plugged-in, attached, etc.) or even networked (e.g., accessed viacommunication link 232) are also contemplated and are within the scopeof the disclosure provided herein. Internal components may beinterconnected via bus 202 providing data, signals, and/or otherinformation between components of robot 102. Bus 202 may comprise, butnot be limited to, inter/intra chip bus, backplane, jumper, etc.

Robot 102 comprises, in part, a computer. As such, robot 102 comprisespower module 204 to provide power to components, such as processor 236and other components. Power 204 may manage batteries, cause thesignaling of a low-power state, monitor and/or manage direct powerconnections, and/or provide power to other components, such asmobility/actuator 226. Power 204 may respond to queries, such as todetermine the estimated power duration available or if a certain amountof power, such as to perform a task, is available. Power 204 may managepower from a variety of sources (e.g., solar panels, plug-in, batteries,mechanical energy stores (e.g., springs), etc.) and provide such powerto components needing power.

Fault detection 206 comprises means to detect, and optionally manage,any out of parameter operation of robot 102. In one embodiment,processor 236 commands mobility/actuator 226 to apply a force to anobject. Mobility/actuator 226 draws power, via power 204, commensuratewith the desired force. However, the actually force measured by sensor228 may be outside of an expected for the force. Fault detection 206 maydetermine that a fault exists and apply an adjustment (e.g., increasethe amount of power requested to apply the desired force) or indicate afault, known or unknown, which may lead to robot 102 discontinuing atask, seeking assistance from a human or automated agent, or otheraction associated with a particular fault.

Motion/mobility control 208 comprises drivers and/or other componentsutilized in translating a requested action into a resulting action.Motion/mobility control 208 may comprise device-specific drivers, forexample, mobility/actuator 226 may be a robotic arm having a first setof functionalities. Upgrading the robotic arm may introduce new ordifferent functionalities and, accordingly, motion/mobility control 208is modified accordingly. In one embodiment, legacy support is providedso that processor 236 issuing a command to the arm (e.g., “retract”)performs the same action on the upgraded arm. Additional, different, orfewer commands/features may also be provided by a particularmobility/actuator 226 and/or sensor 228, and accommodated by,motion/mobility control 208.

Data storage 210 and/or memory 214 comprises a medium enabling data tobe stored and accessed by robot 102. Data storage 210 and memory 214 maybe integrated or distinct and comprise magnetic, optical, electrical,and/or other data storage media.

In one embodiment, robot 102 may require task-specific instructionsand/or data to perform a task. Additionally, task-specific data may begathered by robot 102. Robot 102 may utilize specific task data 212 forsuch purposes and, upon completion of a task, discard the data stored inspecific task data 212. For example, a mapping of a home (e.g., aservice location 104) is performed in order for robot 102 to complete atask. Once the task is complete, such information is unneeded and evenpresents a security risk. Accordingly, upon completion of the task,specific task data 212 is purged without affecting other data (e.g.,data in data storage 210, memory 214, etc.).

Operating software 216 may provide an operating system, drivers,translators, and/or other information in order to facilitate robot 102performing a task.

Task-specific instructions 218 may comprise task data or instructions.Task-specific instructions 218 may be dynamic and/or removable, such asto facilitate the ready reprogramming of robot 102 for a different task,functionality specific (e.g., operation of a particular sensor, roboticarm, imager, etc.).

Security 220 may provide monitoring, communication, and/or othersecurity operations to protect robot 102 and/or persons, property, anddata. Security 220 may ensure safe operation of robot 102. For example,even though a robotic arm is capable of moving at a given high rate ofspeed, security 220 may limit the speed to ensure safe operation ofrobot 102. Security 220 may comprise a number of computer protectionmeans, including, but not limited to, anti-virus, communicationencryption, theft detection, attack detection, unauthorized access,damage, uncertified hardware/software, suspicious activity, etc.

Communication (or “comm”) management 224 provides operational featuresto enable robot 102 to utilize communication link 232. For example,communication management 224 may comprise a network interface card(nic), SIM card, and/or other networking components (e.g., 802.11nchipset, GSM chipset, LTE chipset, etc.). Communication link 232 may beprovided via emitting/detecting equipment such as antennae,emitter/receiver, port, cable, and/or other communication hardware.Communication management 224 may comprise, alone or in concert withother components, safety and/or power management protocols. For example,communications management 224 may be providing high-definition audio andvideo to a contact center agent during the performance of a task. Theagent may be monitoring a critical or sensitive subject of the task.Should the communication degrade, communications management 224 maythrottle down (e.g., reduce resolution, frame rate, etc.) the quality ofthe video, terminate the audio, or take another action to ensure theagent is able to maintain some observational capability. In anotherembodiment, communications management 224 may veto a task to beperformed by robot 102. Robot 102 may be performing a task that requiresan acute observation, provided by a networked agent. If communicationsmanagement 224 determines that the quality of communications isunsatisfactory, the task may be paused until a better communication linkis established.

Communications management 224 may also provide channel managementservices. For example, robot 102 may be utilizing a public-accesswireless network to communicate non-sensitive information (e.g.,“heartbeat” signal, battery power remaining, etc.). However, for moresensitive information (e.g., images of service location 104, medicalinformation, etc.) communications management 224 may establish a VPN orutilize a different channel (e.g., cellular network) for suchinformation. Similarly, communications may fail or degrade on onechannel and communications management 224 may establish or utilizeanother channel to help maintain communications.

Communications management 224 may provide more routine computationalfunctions such as maintaining access credentials to networks,authorizing or denying access to robot 102 (e.g., physical or virtualservice ports).

Processor 236 may provide general computing (e.g., arithmetic logicunit, graphical processing, etc.) and/or specific (e.g., imageprocessing, gesture interpretation, etc.) for robot 102.

FIG. 3 depicts system 300 in accordance with embodiments of the presentdisclosure. Configured robot 314 may be configured to perform a task orset of tasks from un-configured robot 310. Transformation ofun-configured robot 310 to configured robot 314 is variously embodied.In one embodiment, user 302, alone or with benefit of an electroniccommunication device (e.g., smart phone, Internet connected computer,dedicated robot configuring device, etc.) provides processor 304 with anissue or task. In one embodiment, processor 304 may be a portion of acontact center, robot application store, local device, service provider,and/or other entity or enterprise. User 302 may provide processor 304with a specific instruction, such as one of instructions 308A-n,requested or identify a task or issue to solve, whereby processor 304determines the appropriate instruction.

In one embodiment, un-configured robot 310 requires softwareinstructions and a hardware accessory in order to perform a particulartask. User 302 provides the issue or task or specifies the instructionscausing processor 304 to access data repository 306 comprisinginstructions 308. Processor 304 determines that instruction C (308C) isthe appropriate instruction. Processor 304 then causes un-configuredrobot 310 to load instruction set 308C thereby causing robot 310 tobecome configured robot 314. Configured robot 314 may then be deployedfor the performance of the task.

User 302 may own or otherwise control unconfigured robot 310. User 302may install hardware accessory 312 and or instruction C (308C) directlyor via request to processor 304. Processor 304 may determine the requestrequires unconfigured robot 310 to have (e.g., attached, installed,paired, available, in communication with, etc.) hardware accessory 312to enable configured robot 314 to perform the task. Processor 304 maythen instruct a party, such as installer, user 302, or other party toobtain and install hardware accessory 312 into un-configured robot 310in order to transform un-configured robot 310 into configured robot 314.In another embodiment, such as when user 302 does not have direct accessto un-configured robot 310, processor 304 may cause a provisioningentity to access robot 310 install hardware accessory 312 and/orinstruction C (308C) to make configured robot 314 available for theperformance of the task. In yet another embodiment, the selectedinstruction, such as instruction C (308C), may be provided toun-configured robot 310 as part of the installation of hardwareaccessory 312.

Processor 304 may cause or perform certain pre-provisioning,provisioning, pre-deployment, deployment, and/or post-deploymentprocedures, such as to help ensure the security of configured robot 314,user 302, a service area such as service area 104, and other persons,property, and data. In one embodiment, processor 304 causesun-configured robot 310 to be purged of any nonessential data, hardware,and/or software. Processor 304 may also perform the capabilitiesassessment, such as to ensure un-configured robot 310, once configuredto become configured robot 314, would be capable of performing the taskprovided to it by user 302 and associated processor 304. In anotherembodiment, processor 304 may insure the presence of security and/orsafety components, including, but not limited to, safety shutoff,antivirus software, location finding components, etc. Additionally,processor 304 may verify other operational characteristics ofun-configured robot 310 and/or configured robot 314, such as to ensureconfigured robot 314 is operating within acceptable performanceparameters. For example, processor 304 may ensure that movements are asexpected, for example to ensure that a robotic arm is not bent, thatsensors are operating as expected, and/or other operational needs ofrobot 314 are acceptable. Accordingly, un-configured robot 310 orconfigured robot 314 may be exercised and observed by componentsinternal to un-configured robot 310 or configured robot 314 or externalthereto.

Should configured robot 314, or un-configured robot 310 once configured,be determined to be unsuitable or unable to performance the task,processor 304 may attempt to provision a different configured robot 314,dispatch a human agent, or notify user 302 that the task is not able tobe performed by a robot and/or seek a different means to perform thetask.

FIGS. 4A-4D depict systems comprising robot 102 and instructions 410selected to configure robot 102 into a task-specific robot. The locationof instructions 410 are variously embodied and may enable robot 102 tooperate autonomously without any further human involvement. Instructions410 may be placed on various components accessible to robot 102 as amatter of convenience or as a matter of performance or practicality. Forexample, instructions 410 may require a number of human inputs, such aspreferences, and by locating instructions 410 on a user device (See,FIG. 4B) the user may be presented with detailed graphics or other meansby which to make a determination and input their preferences. In anotherembodiment, the potential set of instructions 410 may be too large toload internally to robot 102; accordingly, various associated componentsmay be provided with instructions 410 to be selectively available torobot 102. For example, robot 102 may be configured to perform a taskthat has a decision and based on the occurrence of an event, executesone very large file or a second very large file. The problem compoundsif there are many path options that may be encountered and many largefiles. Accordingly, instructions 410, in whole or in part, may bemaintained outside of robot 102.

While instructions 102 may be machine instructions and stored as binarydata, the media encompassing instructions 410 is variously embodied.While a data download may provide instructions 410 directly to internalstorage or memory of robot 410, other media (e.g., magnetic, optical,PROM, ePROM, fPROM, USB memory stick, proprietary media, etc.) mayembody instructions 410 and be made available to robot 102.

FIG. 4A depicts system 400 comprising instructions in accordance withembodiments of the present disclosure. In one embodiment, robot 102comprises instructions 410 located with (e.g., data storage 210,specific task data 212, memory 214, task-specific instructions 218,and/or other storage medium).

FIG. 4B depicts system 406 comprising instructions in accordance withembodiments of the present disclosure. In one embodiment, device 408comprises instructions 410 accessed by robot 102. Robot 102 may be incommunication with device 408 via wired or wireless communications andexecuting instructions directly retrieved from device 408 and/ordownloading at least a portion of instructions 410 for execution. Inanother embodiment, at least a portion of instructions 410 compriseinputs and/or outputs for human operator of device 408. Device 408 maybe local, such as within service area 104, to robot 102. In anotherembodiment, device 408 may be a significant distance from robot 102,such as via communication incorporating the Internet, cellular network,telephone network, and/or other network.

FIG. 4C depicts system 412 comprising instructions in accordance withembodiments of the present disclosure. In one embodiment, attachment 414comprises instructions 410 for execution by robot 102. Attachment 414may comprise a physical capability provider for robot 102, such asmobility/actuator 226, sensor 228, I/O device 230, communication link232, and/or other component.

FIG. 4D depicts system 416 comprising instructions in accordance withembodiments of the present disclosure. Robot 418 comprises instructions410 for execution by robot 102. Robot 418 may be a supervisor roboton-site or remotely located or one of a plurality of robots, includingrobot 102, deployed for the performance of a task. In a further option,robot 418 may be solely provided for the purpose of maintaininginstructions 410 for use by robot 102.

FIG. 5A depicts multiple robot system 500 in accordance with embodimentsof the present disclosure. In one embodiment, service location 104comprises a plurality of robots engaged in single or disparate tasks. Inone embodiment, supervisor robot 502 is provided within service location104 for the purposes of monitoring robot 102. Supervisor robot 502 maycommunicate with robot 102 and/or other devices via antenna 504 andassociated communication hardware. Additionally, supervisor robot 502may provide observational supervision such as via camera 506, or otherinput device (e.g., microphone, radar, etc.). Supervisor robot 502 maydetermine robot 102 is operating outside of expected parameters,unsafely, unsecurely, or otherwise represents a hazard to itself,supervisor robot 502, persons, property, and/or data.

Supervisor robot 502 may monitor data exchanged or be a conduit forcommunications to and from robot 102 and monitoring the content thereof.Should robot 102 attempt to provide confidential information, supervisorrobot 502 may block the transmission and may further identify robot 102is compromised. If compromised, robot 102 on its own accord or viacommand from supervisor robot 502 may cause robot 102 to shut down,discontinue certain operations, enter a safe state, or otherwise takeaction to mitigate the security risk. Similarly supervisor robot 502 mayobserve robot 102 performing abnormally or unexpectedly. As a result,supervisor robot 502 may cause robot 102 to change operations, notify anoperator, or discontinue performing the operation.

Supervisor robot 502 may monitor a plurality of robots 102 such as toensure proper coordination of physical activities. For example, robot102 and a number of peer robots may be attempting to lift four cornersof an object uniformly. Supervisor robot 502 may monitor each of robots102 and the number of peer robots and/or the object being lifted toensure coordination or take appropriate action if coordination is notevident to the degree expected.

In another embodiment, supervisor robot 502 may be remotely located andoutside of service location 104. For example supervisor robot 502 may beoutside of a home providing a communication link to robot 102 viashort-term communication protocol (e.g., Bluetooth) while supervisorrobot 502 communicates with another component via a different network,such as a long-range network utilizing the Internet, cellulartelephones, satellite link, etc., supervisor robot 502 may also belocated within a contact center or other service provider.

FIG. 5B depicts a second multiple robot system 514 in accordance withembodiments of the present disclosure. In one embodiment, a plurality ofrobots 102 is provided for the performance of the task. For example,robot 102 may form part one of a two-robot team further comprising robot508. Robot 508 and robot 102 may communicate via radio frequencycommunications, such as via antennas 510 and 106 or other communicationdevice. Additionally, one or more of robots 102 and robot 508 maycomprise a camera 512 or other observational monitoring device as ameans of coordination of efforts between robot 102 and robot 508. Robots102 and 508 may be working in concert to perform a single task (e.g.,team lift), the same task with respect to different objects to dividethe labor (e.g., each mowing a portion of a field), or differentcomponents of the same task (e.g., one operating a motor, the otherperforming an action with the motor causes an object to be correctlypositioned).

Communication to other entities may be provided individually by robot508 and robot 102, or one of robot 508 and robot 102 may serve as aproxy for the other. In yet another embodiment, robot 508 may comprisesupervisor robot 502 (See, FIG. 5A).

With reference now to FIG. 6, communication system 600 is discussed inaccordance with at least some embodiments of the present disclosure. Thecommunication system 600 may be a distributed system and, in someembodiments, comprises a communication network 604 connecting one ormore communication devices 608 to a work assignment mechanism 616, whichmay be owned and operated by an enterprise administering contact center602 in which a plurality of resources 612 is distributed to handleincoming work items (in the form of contacts) from customercommunication devices 608.

Contact center 602 is variously embodied to receive and/or send messagesthat are or are associated with work items and the processing andmanagement (e.g., scheduling, assigning, routing, generating,accounting, receiving, monitoring, reviewing, etc.) of the work items byone or more resources 612. The work items are generally generated and/orreceived requests for a processing resource 612 embodied as, or acomponent of, an electronic and/or electromagnetically conveyed message.Contact center 602 may include more or fewer components than illustratedand/or provide more or fewer services than illustrated. The borderindicating contact center 602 may be a physical boundary (e.g., abuilding, campus, etc.), legal boundary (e.g., company, enterprise,etc.), and/or logical boundary (e.g., resources 612 utilized to provideservices to customers for a customer of contact center 602).

Furthermore, the border illustrating contact center 602 may beas-illustrated or, in other embodiments, include alterations and/or moreand/or fewer components than illustrated. For example, in otherembodiments, one or more of resources 612, customer database 618, and/orother component may connect to routing engine 632 via communicationnetwork 604, such as when such components connect via a public network(e.g., Internet). In another embodiment, communication network 604 maybe a private utilization of, at least in part, a public network (e.g.,VPN); a private network located, at least partially, within contactcenter 602; or a mixture of private and public networks that may beutilized to provide electronic communication of components describedherein. Additionally, it should be appreciated that componentsillustrated as external, such as social media server 630 and/or otherexternal data sources 634 may be within contact center 602 physicallyand/or logically, but still be considered external for other purposes.For example, contact center 602 may operate social media server 630(e.g., a website operable to receive user messages from customers and/orresources 612) as one means to interact with customers via theircustomer communication device 608.

Customer communication devices 608 are embodied as external to contactcenter 602 as they are under the more direct control of their respectiveuser or customer. However, embodiments may be provided whereby one ormore customer communication devices 608 are physically and/or logicallylocated within contact center 602 and are still considered external tocontact center 602, such as when a customer utilizes customercommunication device 608 at a kiosk and attaches to a private network ofcontact center 602 (e.g., WiFi connection to a kiosk, etc.), within orcontrolled by contact center 602.

It should be appreciated that the description of contact center 602provides at least one embodiment whereby the following embodiments maybe more readily understood without limiting such embodiments. Contactcenter 602 may be further altered, added to, and/or subtracted fromwithout departing from the scope of any embodiment described herein andwithout limiting the scope of the embodiments or claims, except asexpressly provided.

Additionally, contact center 602 may incorporate and/or utilize socialmedia server 630 and/or other external data sources 634 may be utilizedto provide one means for a resource 612 to receive and/or retrievecontacts and connect to a customer of a contact center 602. Otherexternal data sources 634 may include data sources, such as servicebureaus, third-party data providers (e.g., credit agencies, publicand/or private records, etc.). Customers may utilize their respectivecustomer communication device 608 to send/receive communicationsutilizing social media server 630.

In accordance with at least some embodiments of the present disclosure,the communication network 604 may comprise any type of knowncommunication medium or collection of communication media and may useany type of protocols to transport electronic messages betweenendpoints. The communication network 604 may include wired and/orwireless communication technologies. The Internet is an example of thecommunication network 604 that constitutes an Internet Protocol (IP)network consisting of many computers, computing networks, and othercommunication devices located all over the world, which are connectedthrough many telephone systems and other means. Other examples of thecommunication network 604 include, without limitation, a standard PlainOld Telephone System (POTS), an Integrated Services Digital Network(ISDN), the Public Switched Telephone Network (PSTN), a Local AreaNetwork (LAN), a Wide Area Network (WAN), a Session Initiation Protocol(SIP) network, a Voice over IP (VoIP) network, a cellular network, andany other type of packet-switched or circuit-switched network known inthe art. In addition, it can be appreciated that the communicationnetwork 604 need not be limited to any one network type and instead maybe comprised of a number of different networks and/or network types. Asone example, embodiments of the present disclosure may be utilized toincrease the efficiency of a grid-based contact center 602. Examples ofa grid-based contact center 602 are more fully described in U.S. PatentPublication No. 2010/0296417 to Steiner, the entire contents of whichare hereby incorporated herein by reference. Moreover, the communicationnetwork 604 may comprise a number of different communication media, suchas coaxial cable, copper cable/wire, fiber-optic cable, antennas fortransmitting/receiving wireless messages, and combinations thereof.

The communication devices 608 may correspond to customer communicationdevices. In accordance with at least some embodiments of the presentdisclosure, a customer may utilize their communication device 608 toinitiate a work item. Illustrative work items include, but are notlimited to, a contact directed toward and received at a contact center602, a web page request directed toward and received at a server farm(e.g., collection of servers), a media request, an application request(e.g., a request for application resources location on a remoteapplication server, such as a SIP application server), and the like. Thework item may be in the form of a message or collection of messagestransmitted over the communication network 604. For example, the workitem may be transmitted as a telephone call, a packet or collection ofpackets (e.g., IP packets transmitted over an IP network), an emailmessage, an Instant Message, an SMS message, a fax, and combinationsthereof. In some embodiments, the communication may not necessarily bedirected at the work assignment mechanism 616, but rather may be on someother server in the communication network 604 where it is harvested bythe work assignment mechanism 616, which generates a work item for theharvested communication, such as social media server 630. An example ofsuch a harvested communication includes a social media communicationthat is harvested by the work assignment mechanism 616 from a socialmedia network or server 630. Exemplary architectures for harvestingsocial media communications and generating work items based thereon aredescribed in U.S. patent application Ser. Nos. 12/784,369, 12/706,942,and 12/707,277, filed Mar. 20, 2010, Feb. 17, 2010, and Feb. 17, 2010,respectively; each of which is hereby incorporated herein by referencein its entirety.

The format of the work item may depend upon the capabilities of thecommunication device 608 and the format of the communication. Inparticular, work items are logical representations within a contactcenter 602 of work to be performed in connection with servicing acommunication received at contact center 602 (and, more specifically,the work assignment mechanism 616). The communication may be receivedand maintained at the work assignment mechanism 616, a switch or serverconnected to the work assignment mechanism 616, or the like, until aresource 612 is assigned to the work item representing thatcommunication. At which point, the work assignment mechanism 616 passesthe work item to a routing engine 632 to connect the communicationdevice 608, which initiated the communication, with the assignedresource 612.

Although the routing engine 632 is depicted as being separate from thework assignment mechanism 616, the routing engine 632 may beincorporated into the work assignment mechanism 616 or its functionalitymay be executed by the work assignment engine 620.

In accordance with at least some embodiments of the present disclosure,the communication devices 608 may comprise any type of knowncommunication equipment or collection of communication equipment.Examples of a suitable communication device 608 include, but are notlimited to, a personal computer, laptop, Personal Digital Assistant(PDA), cellular phone, smart phone, telephone, or combinations thereof.In general, each communication device 608 may be adapted to supportvideo, audio, text, and/or data communications with other communicationdevices 608 as well as the processing resources 612. The type of mediumused by the communication device 608 to communicate with othercommunication devices 608 or processing resources 612 may depend uponthe communication applications available on the communication device608.

In accordance with at least some embodiments of the present disclosure,the work item is sent toward a collection of processing resources 612via the combined efforts of the work assignment mechanism 616 androuting engine 632. The resources 612 can either be completely automatedresources (e.g., Interactive Voice Response (IVR) units,microprocessors, servers, or the like), human resources utilizingcommunication devices (e.g., human agents utilizing a computer,telephone, laptop, etc.), or any other resource known to be used incontact center 602.

As discussed above, the work assignment mechanism 616 and resources 612may be owned and operated by a common entity in a contact center 602format. In some embodiments, the work assignment mechanism 616 may beadministered by multiple enterprises, each of which has its owndedicated resources 612 connected to the work assignment mechanism 616.

In some embodiments, the work assignment mechanism 616 comprises a workassignment engine 620, which enables the work assignment mechanism 616to make intelligent routing decisions for work items. In someembodiments, the work assignment engine 620 is configured to administerand make work assignment decisions in a queueless contact center 602, asis described in U.S. patent application Ser. No. 12/882,950, the entirecontents of which are hereby incorporated herein by reference. In otherembodiments, the work assignment engine 620 may be configured to executework assignment decisions in a traditional queue-based (or skill-based)contact center 602.

The work assignment engine 620 and its various components may reside inthe work assignment mechanism 616 or in a number of different servers orprocessing devices. In some embodiments, cloud-based computingarchitectures can be employed whereby one or more components of the workassignment mechanism 616 are made available in a cloud or network suchthat they can be shared resources among a plurality of different users.Work assignment mechanism 616 may access customer database 618, such asto retrieve records, profiles, purchase history, previous work items,and/or other aspects of a customer known to contact center 602. Customerdatabase 618 may be updated in response to a work item and/or input fromresource 612 processing the work item.

It should be appreciated that one or more components of contact center602 may be implemented in a cloud-based architecture in their entirety,or components thereof (e.g., hybrid), in addition to embodiments beingentirely on-premises. In one embodiment, customer communication device608 is connected to one of resources 612 via components entirely hostedby a cloud-based service provider, wherein processing and data storageelements may be dedicated to the operator of contact center 602 orshared or distributed amongst a plurality of service provider customers,one being contact center 602.

In one embodiment, a message is generated by customer communicationdevice 608 and received, via communication network 604, at workassignment mechanism 616. The message received by a contact center 602,such as at the work assignment mechanism 616, is generally, and herein,referred to as a “contact.” Routing engine 632 routes the contact to atleast one of resources 612 for processing.

In another embodiment, at least one of resource 612 maybe “robotqualified” and possess the skills to interact with a robot, such asrobot 102, and/or devices and personnel associated with robot 102.Resource 612 maybe automated, human, and/or a combination thereof.Resource 612 may instruct, operate, and/or supervise robot 102 or thecoordination of robot 102 with other robots, devices, and personnel. Inyet another embodiment, resource 612 may qualify, provision,certify/verify, audit, dispatch, retrieve, de-provision, and/or otherlogistical operation for robot 102, instructions, and/or hardwarerequired for robot 102 to perform a task without undue risk to persons,property, or data.

FIG. 7 depicts communication system 700 in accordance with embodimentsof the present disclosure. Communication system 700 generally comprisesportions of communication system 600, and/or other device-device anddevice-human communication components, which are omitted for the sake ofavoiding unnecessarily complicating the figure. Generally, communicationsystem 700 comprises three nodes which may be, or be at least capableof, communication at the same or different times. In one embodiment,customer 302, which may be utilizing customer communication device 608,is enabled to communicate with contact center 602 and robot-qualifiedagent 702. Robot-qualified agent 702 comprises at least one of resource612 having been designated as qualified as having skills related torobots and/or resolving customer service requests by utilizing roboticagents, such as robot 102.

In one embodiment, customer 302 communicates with robot 102 directly andnatively. For example, customer 302 communicates to robot 102 byspeaking and/or gesturing. As a result, robot 102, for example utilizingI/O device 230 when embodied as a microphone, hears spoken commands orother information provided by customer 302. Similarly I/O device 230,when embodied as a camera, may see customer 302 gesture to issuecommands. Gestured commands, natively, may include, but are not limitedto, pointing, looking (e.g., eye position), facial expression, waving,sign language, body position, interacting (e.g., pointing, touching,holding, looking, moving, etc.) with an object other than robot 102,physical activity (e.g., running, walking, sitting, standing, etc.),location/orientation (e.g., present in a location having a meaningdifferent than if present in another location, arm position, legposition, etc.), attire, proximity to another human, physicalinteraction with another human, identity of a proximate other human,role of a proximate other human, and/or other observable human trait,attribute, or behavior.

In another embodiment, customer 302 communicates with robot 102 directlyand non-natively. For example, customer 302 may utilize a smart phone orpersonal computer with a communications link with robot 102 to enablecustomer 302 to communicate with robot 102. In another embodiment,customer 302 may communicate with robot 102 via an I/O device 230 whenembodied as a keypad, button, dial, mouse, touchpad, etc. Additionally,customer 302 may communicate with robot 302 via manipulation of acomponent in communication with sensor 228 and/or I/O device 230. Forexample, customer 302 may push robot 102 to convey a command to move,move an arm or other component of robot 102 to cause robot 102 to go toor interact with to an item of interest or perform a desired action.Customer 302 may point (e.g., hand and/arm gesture, eye gesture, etc.)or utilize a pointing device (e.g., stick, cane, laser pointer, etc.) toconvey a particular item or location to robot 102 observing customer 302and/or the pointing device, or an output therefrom, via a camera and/orother I/O device 230.

Customer 302 may communicate with robot-qualified agent 702 via acustomer communication device 608. Robot 102 may communicate withrobot-qualified agent 702 via a customer communication device 608. Eachof customer 302, robot 102, and robot-qualified agent 702 may serve ascommunication link for the other two. For example, robot-qualified agent702 and customer 302 may communicate via robot 102, customer 302 androbot 102 may be in communication via robot-qualified agent 702 and/orat least one component of contact center 602, or robot 102 androbot-qualified 702 and/or at least one component of contact center 602may be in communication via customer 302 and/or customer communicationdevice 608.

In another embodiment, robot 102 may be supervised via one or both ofcustomer 302 and robot-qualified agent 702. Supervision may includebeing observed, overriding an action, stopping an action, halting anaction until permission is granted, emergency shut-down, and/orscuttling robot 102. Scuttling robot 102 may comprise a purging of alldata gathered with respect to customer 302 and/or service location 104,the entirety of all volatile memory of robot 102, or the circuitry anddata of robot 102 (e.g., such as application of a voltage designed todestroy operations of at least some circuitry, electromagnetic pulse,and/or other means to “brick” robot 102 and render it inoperable and/ordevoid of some or all data).

In another embodiment, at least one of customer 302, robot-qualifiedagent 702, and robot 102 must be authenticated to at least one of theothers of customer 302, robot-qualified agent 702, and robot 102. Absentauthentication, robot 102 may be disabled entirely, disabled withrespect to a particular task, purged of task-specific data and/orinstructions, or other action selected for unauthorized parties. Robot102 may seek to authenticate customer 302 to ensure a person attemptingto utilize robot 102 is an authorized party. Robot 102 may ask for ausername, password, biometric information, non-verbal password, and/orother input which is designed to be provided only by the authorizedparty. A non-verbal password may be a gesture of the human orinteraction with robot 102. For example, a non-verbal password maycomprise the human touching a contact-sensitive portion of an arm ofrobot 102, then crossing their arms, and then moving the arm of robot102 in a circle. Robot 102 may evaluate the authentication attemptdirectly and/or utilize robot-qualified agent 702 and/or other resourceof contact center 602.

In another embodiment, robot 102 is authenticated to robot-qualifiedagent 702 and/or other resource of contact center 602. For example,robot 102 may be selected to receive an instruction, such as one ofinstructions 308, after customer 302 purchased such instructions therebyenabling robot 102 to perform a task. Customer 302 may have providedrobot-qualified agent 702 and/or other resource 612 of contact center602 with a unique indicia identifying robot 102. Upon robot 102 beingauthenticated to robot-qualified agent 702 and/or other resource 612 ofcontact center 602, the instructions 308 are provided to robot 102and/or activated.

FIG. 8 depicts communication system 800 in accordance with embodimentsof the present disclosure. In one embodiment, robot 102 communicateswith contact center 602, and optionally robot-qualified agent 702, vianetwork 604. As a part of, or link to network 604, robot 102 may utilizeone or more of satellite 802, cellular tower 804, local equipment 806,and/or other available network or network component. In one embodiment,local communication equipment 806 comprises equipment providingcommunication services to/from robot 102 while robot 102 is at servicelocation 104, dispatched to a public site, private site open to thepublic, private site authorized to be accessed by robot 102, or otherlocation having communication equipment 806 usable by robot 102 when inor proximate to the location.

In another embodiment, local node 808 may comprise a computer, smartphone, tablet computer, storage device, output device, node on adifferent network, and/or other communication device comprising a nodeto local communication equipment 806. In one embodiment, local node 808may be a monitor for communication between robot 102 and contact center602 utilizing local communication equipment 806. Monitoring may bepassive, wherein a user of local node 808 merely observes suchcommunications, or active, wherein a user of local node 808 mayauthorize, deny authorization, provide input, interact with robot 102,and/or interact with contact center 602 via local node 808.

FIG. 9 depicts interaction 900 in accordance with embodiments of thepresent disclosure. Customer 302 may have a customer service need andinteract with contact center 602 to address the need. To avoidunnecessarily complicating the figure, portions of contact center 602are omitted. In one embodiment, customer 302 initiates contact torequest a service from agent 612. In one embodiment, agent 612 is ahuman agent. In another embodiment, agent 612 is an automated agent. Inyet another embodiment, agent 612 comprises portions of a human andportions of a automated agent, such as when a human agent presents orapproves a recommendation of an automated agent, a human agent presentsor receives information from robot 102 translated into a human-readablelanguage understood by human agent 612. For example, a robot may providea machine signal (e.g., “ARM1:x=235, y=0,z=183; 15 deg/sec; 3Newton/meters”) to an automated counterpart of agent 612, which maytranslate such information and present “arm positioned and turning—lowforce, low speed” to human counterpart of agent 612 who does not requiretechnical specifics. As a further option, the words (herein presented inEnglish) may be further translated into a language understood by thehuman counterpart of agent 612.

In one embodiment, step 901 presents an issue to agent 612 from customer302. Optionally, step 904 may comprise troubleshooting techniques, whichmay be performed by customer 302 and instructed by agent 612 (e.g.,“Have you tried turning it off and on again?” “Check the connector,”etc.). Agent 612 may determine that a robot may be able to perform atask to resolve the issue presented in step 901 and/or discovered duringother interaction between customer 302 and agent 612.

Steps 906 and 908 determine that a robot is not available at thelocation, such as service location 104, to perform a task requiring aphysical action at the location. Customer 302 and agent 612 arrange fordelivery of a robot at step 910. Next, agent 612 signals server 902 toprovision robot 102 in order to perform the task. Server 902 performsprovisioning step 912 of robot 102.

Provisioning of robot 102 in step 914 is variously embodied. In oneembodiment, robot 102 may be already provisioned to perform the task andstep 916 merely performs a verification that robot 102 is “alive” andavailable to be dispatched to perform the task. In another embodiment,robot 102 lacks the instructions and/or hardware to perform the task andprovisioning comprises loading instructions and/or hardware to robot 102(See, FIG. 3).

Provisioning step 914 may comprise additional efforts to ensure thesafety of persons, property, and data. In one embodiment, step 914provides a “cleaning” process to ensure that robot 102 does not possessunwanted, foreign, unexplained, and/or uncertified code, instructions,settings, etc. Verification step 916 may be provided to validate robot102. In another embodiment, step 914 provides additional instructions,data, and/or security hardware to robot 102. For example, a “kill”switch, third-party monitoring/auditing software, anti-virus software,encryption, and/or other hardware and/or software may be provided toensure robot 102 operates as expected without undue risk to persons,property, or data. Step 916 may ensure robot is property configured toperform the task and maintain safety and security. Once step 916 hasbeen completed, robot 102 is ready to be dispatched.

Step 918 dispatches robot 102 to the location of the task, such asservice location 104. Dispatch step 918 may comprise shipping robot 102via freight carrier (e.g., postal service, private courier, etc.), humandelivery agent, and/or automated delivery agent. For example, robot 102may be self propelled and able to navigate to service locationautonomously or via a delivery robot (e.g., self-driving car, etc.).Robot 102 then performs task at step 920. Once the task is complete,customer 302 dismisses 922 robot 102. As a further option, agent 612and/or robot 102, itself, may dismiss robot 102. It should beappreciated that a task is complete when the task has been successfullyor unsuccessfully concluded. For example, an additional problem,mistake, failure, or other issue may cause a task to be completedunsuccessfully, wherein another means of performing the task (e.g.,different robot, human service agent, abandonment of the task, etc.) maybe performed.

Upon completion of the task, data collected by robot 102, and optionallyspecialized instructions utilized to perform the task, may be purged asa component of cleaning robot 102 at step 924. Step 924 may furthercomprise charging batteries, removing any specialized hardware orsoftware installed during provisioning step 914. Task- or site-specificdata gathered by robot 102 may be purged. Step 924 may further compriseallowing a third-party to verify and/or audit robot 924 to ensure it is“cleaned” to a level determined by a previously established protocol.

FIG. 10 depicts interaction 1000 in accordance with embodiments of thepresent disclosure. Interaction 1000 may be implemented when a robot102, of unknown or unverified capability, is available to perform thetask. In one embodiment, customer 302 contacts agent 612 and presents anissue at step 1002. Step 1004 may be provided to perform informationgathering and/or troubleshooting. Agent 612 may determine that a roboticagent would be an option to perform the task. Steps 1006 and 1008 informagent 612 that a robot is, or will be, available on-site, such as acustomer-owned or operated robot.

Agent 612 may be provided with data regarding the on-site robot 102. Atstep 1010, Agent 612 causes server 902 to provision the robot. Step 1012connects server 902 to robot 102 for provisioning. Step 1014 verifiesthe robot. Verification may be query-response (e.g., “What are yourcapabilities?” “What is your model number?” etc.) or operational. Agent612 and/or other component of contact center 602 or other datarepository may be able to determine capabilities upon accessing arobot's manufacturer, model number, options, etc. Operationalverification may determine if robot 102 is capable of performing certainactions or performing certain actions with a required precision orforce. For example, instructing robot 102 to perform an action andobserving whether the action was performed with sufficient precision,strength, etc. The results may be determined via at I/O Device 206 orother observation. Verify step 1014 may also ensure that neededconsumables (e.g., battery charge, chemicals, etc.) are, or can be made,available to robot 102 prior to performing the task.

Step 1014 may further determine that robot 102 has sufficient protectionmeasures in place to ensure property, persons, and data are not going tobe placed into a situation with undue risk. For example, step 1014 mayensure anti-viral, third-party monitoring, safety cut-offs, “kill”switch, scuttle, data ports, and/or other features are in working orderand compliant with a previously determined safety criteria.

Step 1016 provisions robot 102, such as to ensure robot 102 isconfigured to perform the task, which may have been identified in step1002. Step 1016 may be the application of software, hardware component,or both. Step 1016 may further provision additional robots (peer and/orsupervisor) and ensure required inter-robot communications are, or willbe, available when needed.

In step 1018, robot 102 performs the task and step 1020 cleans therobot. Step 1020 may be the return of physical accessories (attachments,other robots, etc.), the purging of software and/or data no longerneeded or authorized, closing of communication channels, and/or otheroperation to ensure robot 102 is placed in an appropriate statefollowing completion of the task in step 1018.

FIG. 11 depicts interaction 1100 in accordance with embodiments of thepresent disclosure. Three communication nodes may be provided comprisingrobot 102, customer 302, and agent 612 for communications therebetween.Each node may be active simultaneously or at least one node may beunavailable at certain times in a procedure. In one embodiment, agent612 serves as a node for communications between customer 302 and robot102. For example, robot 102 may be delivered, by itself or other means,to customer 302. Customer 302 may be interacting with robot 102 for thefirst time and calls (e.g., telephone call, video call, text, etc.) acontact center 602, such accessing an automated agent executing onserver 902, to begin the process of utilizing robot 102.

Customer 302 may initially connect with server 902, at step 1102, suchas via an interactive voice response (IVR) to assess the nature of thecall and/or enqueue the call. Customer 302 may ask for or be determinedto require a robot-qualified agent at step 1104. Step 1106 identifies arobot-qualified agent, such as agent 612. And, in step 1108, agent 612is connected to customer 302.

Step 1110 exchanges data between customer 302 and user 612, such asconnection information, that may not have previously been obtained. Step1112 initiates a connection between agent 612 and robot 102 via server902. Server 902 attempts to connect to robot 102 in step 1114 and, oncethe connection is established in step 1116, then connects robot 102 toagent 612 in step 1118. As a result, in step 1120 agent 612 and robot102 are connected.

Optionally, validation/authentication steps may be performed. customer302 may have been authenticated via a device, such as customercommunication device 608 (See, FIG. 6) which in turn authenticates user302 to a resource 612 of a contact center, such as server 902. However,validation/authentication may still be performed to ensure the correctrobot 102 is available to the correct customer 302. For example, in step1122, agent 612 may ask customer 302 to issue a verbal, textual,gesture, or other password to robot 102. Agent 612 then observes theresponse, either directly or via receiving indicia that the password iscorrect as determined by a component electronically monitoring robot102. Similarly, agent 612 may cause robot 102 to perform an action instep 1124 and ask customer 302 or a device associated with customer 302if robot 102 is performing a particular action. If successful, thenagent 612 has confirmed that robot 102 is associated, and optionallywithin sight, of customer 302.

FIG. 12 depicts interaction 1200 in accordance with embodiments of thepresent disclosure. In step 1202, customer 302 connects to a resource,such as agent 612, via robot 102 acting as a communication node orendpoint. For example, customer 302 may own or have access to robot 102and seek to use it for a task. In one embodiment, customer 302 connectsa customer communication device 608 to robot 102 for communicating withrobot 102 and, optionally, agent 612. In another embodiment, customer302 communicates directly (e.g., speaking, typing, etc.) with robot 102.Next, robot 102 connects with server 920 in step 1204. Server 902, instep 1206, identifies a robot-qualified agent, such as agent 612 and, instep 1208, joins agent 612 to robot 102 for communications therebetween.

In step 1210, robot-to-agent communications are provided and, in step1212, connection information is obtained to enable agent-to-customercommunications. Step 1212, may be the determination that robot 102 willfacilitate agent-to-customer communications, obtaining a telephonenumber or other telecommunications address that agent 612 may utilize tocall or otherwise establish another communications channel with customer302. Accordingly, in step 1214, agent 612 may initiate the connectionwith customer 302 via server 902. Server 902 then connects to customer302 at step 1216 and, in step 1218, customer 302 and agent 612 areconnected.

Optionally, validation steps 1220 and/or 1222 are provided. For example,in step 1220, agent 612 may prompt customer 302 for a username,password, password gesture or other authentication indicia. Robot 102may observe and report or serve as a communications node foragent-customer communications. If not already authenticated, step 1222may be performed to authenticate robot 102 to agent 612.

Once agent 612, customer 302, and robot 102 are in communication,certain tasks may then be possible. For example, customer 302 mayexplain an issue and agent 612 may initiate an action on robot 102 toresolve the issue. Communications need not happen in parallel. Forexample, robot 102 may operate autonomously while agent 612 is connectedto customer 302 to ask if the task was performed satisfactorily, resolveany outstanding issues, and, if necessary, coordinate purging of anysensitive information no longer needed, arrange the retrieval of robot102 or an accessory thereof.

FIG. 13 depicts interaction 1300 in accordance with embodiments of thepresent disclosure. Certain tasks may not be able to be completed byrobot 102 alone. For example, customer 302 may need to make a selectionto their liking or assist robot 102 with a physical task. In oneembodiment, agent 612 may be utilized to coordinate efforts between usercustomer 302 and robot 102. In step 1302, agent 612 directs user 302 toperform a particular task. In step 1304, agent 612 directs robot 102 toperform a counterpart portion of the task. For example, robot 102 mayaccess a live wire upon user 302 disconnecting power to the wire and socommunicating the fact to agent 612. In another example, robot 102 maybe performing a medical function and agent 612 may coordinate with user302 to address any preliminary tasks (e.g., position an arm for a bloodpressure cuff, etc.) and signal robot 102 to begin the task (e.g.,taking a blood pressure, etc.).

Agent 612 may provide task instructions 1306 to server 902 forimplementation via robot 102, such as to perform the robot portion of atask at step 1310. Similarly, server 902 may issue task instructions touser 302 in step 1308 to further automate the performance of acoordinated task.

FIG. 14 depicts device 1400 in accordance with embodiments of thepresent disclosure. Device 1400 may be one of communication devices 608configured with functionality associated with robot 102 with whichdevice 1400 may be in communication directly or via contact center 602.Device 1400 may comprise an input and/or output means for robot 102 viacommunication link 232, sensor 228, and/or I/O device 230. Device 1400may comprise a network communication to utilize local (e.g., WiFi,infrared, etc.) communications and/or distance communications (e.g.,cellular, GPS, etc.) for inputs and/or outputs. Optionally, device 1400may be wired (e.g., Ethernet, direct connection to robot 102, etc.).

Device 1400 may comprise display 1402 proving statuses, input means,and/or outputs for robot 102. In one embodiment, device 1400 may beutilized for providing robot 102, authorizing robot 102 to perform atask; pausing or terminating operations of robot 102; and optionallyscuttling robot 102, such as be causing the destructive, ornon-destructive, purging of data and/or circuitry within robot 102.Device 1400 may be utilized and a communication device with contactcenter 602 and agent 612 and may further operate as a node in acommunication link between contact center 602 and robot 102 and/or athird-party, such as via an verification and/or auditing service.

FIG. 15 depicts a customer-based modification of robot 102 in accordancewith embodiments of the present disclosure. Robot 102 may appear moreuser-friendly and promote acceptance of customer service robots ingeneral, if movement and other actions are with the limits of humancomfort. While one human may perceive a robot, such as robot 102, asmoving at an appropriate speed, another human may perceive the samespeed as moving wildly. Such a perception, if accommodated, allows robot102 to limit performance to be more appropriate for a particularcustomer and improve customer satisfaction.

In one embodiment, robot 102 has, or accesses, data repository 1514.Data repository 1514 may be a standalone data repository or integratedwith one or more data storage components, such as data storage 210,specific task data 212, memory 214, task-specific data 218 and/orremotely located, such as a standalone repository within, or accessed bycontact center 602 and/or integrated with one or more data storagecomponents of contact center 602, such as customer database 618. Datarepository 1514 may comprise a number of data structures, such as table1502 and/or table 1512 comprising default settings and/or default rules,for a particular user or user attribute, that determine aperformance-limiting criteria of robot 102.

Robot 102 has a maximum operational parameter for one or moreattributes. The maximum operational parameter may be a result of aparticular motor, structure, processor, communication bandwidth, and/orother limit by which robot 102 is limited. For example, the structure ofrobot 102, power supply, and/or motor may limit how fast robot 102moves, its lifting capacity, or other physical attribute provided bymobility/actuator 226. In another example, processor 236, memory 214, orbandwidth of communication link 232 may limit the amount and/or type ofdata processing and/or communications available to robot 102. Whilerobot 102 may have certain operational limits applied, such as to bettermanage a limited power supply or communication bandwidth, robot 102 mayoperate in a manner selected by an owner, operator, assembler, or otherparty, to cause robot 102 to operate in a manner that completes aparticular customer service task quickly, reduces wear on equipment,conserves power, in a most economical manner, and/or in accord withother business objectives without consideration of the human who may bewithin service location 104.

As provided herein, robot 102 may have an operational characteristicthat is beyond the comfort level of a human observer, such as user 302.By limiting at least one operational parameter of robot 102 to aperformance-limited criteria for a customer, the customer serviceexperience by user 302 may be improved. For example, user 302 may have aprofile indicating they are from a culture where pauses before movingare considered a sign of thoughtfulness, reflection, anddeliberation—desired attributes for a human as well as a robot. Whilerobot 102 may be capable of operating fluidly and without interruption,a performance-limiting criteria indicating a need for the appearance ofdeliberation may be provided. Accordingly, an operational parametercomprising inserting a two second delay between operations is providedto robot 102.

The operational parameter may include one or more of speed of travel,speed of motion of a component (e.g., arm), force applied, pauses,and/or other motion-related action of robot 102. Additionally, robot 102may provide operational parameters that include social interaction, suchas banter, engaging with others (e.g., kids, pets, etc.), to accommodatea performance-limiting criteria associated with a desire for greatersocial interaction. While some humans will welcome a high-level ofsocial interaction, others will not. By modifying the operationalparameter of social interaction, robot 102 may be engaging at a levelappropriate for a particular human.

In one embodiment, client-specific limitations are provided by table1502. Table 1502 comprises a number of records 1510A-1510C. Each record1510 may comprise a number of data elements, such as client identifier1504 (e.g., name, customer number, address, etc.), client-provideddatum, such as attribute 1506, and performance limitation 1508. Table1502 may comprise a number of default values and/or default rules aloneor in conjunction with table 1512. Client attribute 1506 may be a singledatum or a plurality of data elements identifying demographic or otherattributes that may be relevant to a particular performance limitation1508. Client attributes 1506 may include, but are not limited to, age,sex, education, income, marital status, occupation, national origin,and/or other human attribute, including custom attributes. A customattribute may be a data element specific to a particular call center602, robot 102, owner/operator, etc. While the custom attributes arenearly limitless, they may include records, such as magazinesubscriptions, hobbies, data of last catalog purchase, etc.

In another embodiment, table 1512 provides default rules based on theprovided datum, such as the client attributes maintained in column 1506of table 1502. For example, row 1516A maintains rules for determining aspeed limitation of robot 102 based upon a customer's age. In anotherexample, row 1516B maintains rules for a level of social interaction forcustomers based on a customer data attribute.

Robot 102 is configured according to data repository 1514 and theperformance of a customer service task within the limits provided. Robot102 may be operable to temporarily ignore an operational limitation,such as to perform an emergency operation (e.g., catch an item that isfalling), when such a limitation prevents the performance of thecustomer service task, or if otherwise authorized (e.g., by user 302,agent 702, etc.). In another embodiment, processor 236 operates robot102 within the operation parameter provided in accordance with entries1510 and/or entries 1516, providing performance-limiting criteriaspecific to a particular human and/or human attribute.

FIG. 16 depicts an observation-based modification of robot 102 inaccordance with embodiments of the present disclosure. While robot 102is within service location 104, human 1602 may be encountered. Human1602 may be user 302 or a different human (e.g., family member, guest,neighbor, etc.). Robot 102 may include a number of I/O devices 230,including, but not limited to, camera 512, other cameras, and/ormicrophone capable of observing human 1602.

In one embodiment, camera 512 observes human 1602 and receives anindication that a performance-limiting criteria requires modification.Robot 102 alone, or via another robot or off-site process (e.g., viacontact center 602), determines that human 1602 is exhibiting a behaviormore closely associated with a modified operational parameter of robot102. For example, human 1602 may be waving a hand in a circular motion,such as to indicate a need to speed up, or hands raised or blockingrobot 102, such as to indicate a speed or motion that needs to beslower. Upon receiving such operational parameter modification, robot102 may access table 1604 to access a modification to the operationalparameter of robot 102 and operate accordingly. Table 1604 may becombined, co-located, and or distinct from data repository 1514.

Robot 102 may observe human 1602 showing signs of impatience, whichincreases the speed of robot 102, panic or concern, which decreases thespeed of robot 102, and/or limiting another action of robot 102. Inanother embodiment, human 1602 may show signs of irritation at thesocial interaction provided by robot 102 and, according to at least oneentry in entries 1606, decrease the level of social interaction. Inanother embodiment, human 1602 may show signs of increased socialinteraction (e.g., talking to robot 102, highly responsive to lowerlevels of social interaction, etc.), thereby causing robot 102 toincrease social interaction according to at least one entry in entries1606. In another embodiment, processor 236 operates robot 102 within theoperation parameter provided in accordance with entries 1606, providingperformance-limiting criteria to robot 102 in response to theobservations of human 1602. As a benefit, should an initial assumptionof the identity of human 1602 be incorrect, adjustments may be madeautomatically to better accommodate the preferences of human 1602. Forexample, an elderly customer calls contact center 602 to request serviceand robot 102 is dispatched. Robot 102 may be provided with defaultsettings for elderly customers or for the particular customer who iselderly. Upon arrival, robot 102 encounters the customer and discoversthe customer is robot savvy and comfortable with robot 102 operating ata high rate of speed. Robot 102, upon observing human 1602 indicating aneed for increased speed, modifies the performance-limiting criteriaaccordingly.

FIG. 17 depicts operational parameters for robot 102 in accordance withembodiments of the present disclosure. In one embodiment, operationalparameters are provided, and modified, via direct setting. For example,robot 102 may travel at seven feet-per-second for one customer orcustomer type and five feet-per-second for another customer or customertype. In another embodiment, operational parameters may be provided indiscrete structures or rules. For example, the value “speed” may be setto ten as a default, but decremented to nine. However, in such anembodiment, “nine” may require translation to an actual feet-per-secondvalue.

In one embodiment, table 1700 provides a number of records 1708A-1708Ceach with a number of data elements, which may include performanceattribute 1702, physical limit 1704, and operational parameters 1706. Inone embodiment, physical limit 1704 provides a default value. In anotherembodiment, operational parameters 1706 determine a robot attribute ofrobot 102 associated with a particular operational parameter. As abenefit, a performance-limiting criteria providing a mechanical and/orcomputational limit, or limits, may be provided for a customer criteria.For example, a customer profile may indicate a desire for a reduction inthe speed of robot 102. The performance-limiting criteria may be aplurality of limits (e.g., limit the speed of travel, speed of armmovement, increase pauses between operations, etc.) to provide anoperational parameter associated with a single, reduced speed,operational parameter.

In another embodiment, such as provided by record 1708C, certainperformance-limiting criteria may translate into binary operationalparameters (e.g., on/off, yes/no, etc.). As a benefit, a specificbehavior, if not required for the performance of the customer servicetask, may be selectively turned on and off. Should the behavior berequired for the customer service task, the human, such as user 302, maybe informed that the customer service task cannot be performed and, inresponse, elect to dismiss robot 102, seek assurance, such as from agent604, wait for a technician, or allow the behavior.

In the foregoing description, for the purposes of illustration, methodswere described in a particular order. It should be appreciated that inalternate embodiments, the methods may be performed in a different orderthan that described. It should also be appreciated that the methodsdescribed above may be performed by hardware components or may beembodied in sequences of machine-executable instructions, which may beused to cause a machine, such as a general-purpose or special-purposemicroprocessor (e.g., GPU, CPU), or logic circuits programmed with theinstructions to perform the methods (e.g., FPGA).

These machine-executable instructions may be stored on one or moremachine-readable mediums, such as CD-ROMs or other type of opticaldisks, floppy diskettes, ROMs, RAMs, EPROMs, EEPROMs, magnetic oroptical cards, flash memory, or other types of machine-readable mediumssuitable for storing electronic instructions. Alternatively, the methodsmay be performed by a combination of hardware and software.

While machine-executable instructions may be stored and executed locallyto a particular machine (e.g., personal computer, mobile computingdevice, laptop, etc.), it should be appreciated that the storage of dataand/or instructions and/or the execution of at least a portion of theinstructions may be provided via connectivity to a remote data storageand/or processing device or collection of devices, commonly known as“the cloud,” but may include a public, private, dedicated, shared and/orother service bureau, computing service, and/or “server farm.”

Examples of the microprocessors as described herein may include, but arenot limited to, at least one of Qualcomm® Snapdragon® 800 and 801,Qualcomm® Snapdragon® 610 and 615 with 4G LTE Integration and 64-bitcomputing, Apple® A7 microprocessor with 64-bit architecture, Apple® M7motion coprocessors, Samsung® Exynos® series, the Intel® Core™ family ofmicroprocessors, the Intel® Xeon® family of microprocessors, the Intel®Atom™ family of microprocessors, the Intel Itanium® family ofmicroprocessors, Intel® Core® i5-4670K and i7-4770K 22 nm Haswell,Intel® Core® i5-3570K 22 nm Ivy Bridge, the AMD® FX™ family ofmicroprocessors, AMD® FX-4300, FX-6300, and FX-8350 32 nm Vishera, AMD®Kaveri microprocessors, Texas Instruments® Jacinto C6000™ automotiveinfotainment microprocessors, Texas Instruments® OMAP™ automotive-grademobile microprocessors, ARM® Cortex™-M microprocessors, ARM® Cortex-Aand ARM926EJ-S™ microprocessors, other industry-equivalentmicroprocessors, and may perform computational functions using any knownor future-developed standard, instruction set, libraries, and/orarchitecture.

Any of the steps, functions, and operations discussed herein can beperformed continuously and automatically.

The exemplary systems and methods of this disclosure have been describedin relation to robotic service agents. However, to avoid unnecessarilyobscuring the present disclosure, the preceding description omits anumber of known structures and devices. This omission is not to beconstrued as a limitation of the scope of the claimed disclosure.Specific details are set forth to provide an understanding of thepresent disclosure. It should, however, be appreciated that the presentdisclosure may be practiced in a variety of ways beyond the specificdetail set forth herein.

Furthermore, while the exemplary embodiments illustrated herein show thevarious components of the system collocated, certain components of thesystem can be located remotely, at distant portions of a distributednetwork, such as a LAN and/or the Internet, or within a dedicatedsystem. Thus, it should be appreciated, that the components of thesystem can be combined into one or more devices, such as a robotintegrated with a communication device, or collocated on a particularnode of a distributed network, such as an analog and/or digitaltelecommunications network, a packet-switched network, or acircuit-switched network. It will be appreciated from the precedingdescription, and for reasons of computational efficiency, that thecomponents of the system can be arranged at any location within adistributed network of components without affecting the operation of thesystem. For example, the various components can be located in a switchsuch as a PBX and media server, gateway, in one or more communicationsdevices, at one or more users' premises, or some combination thereof.Similarly, one or more functional portions of the system could bedistributed between a telecommunications device(s) and an associatedcomputing device.

Furthermore, it should be appreciated that the various links connectingthe elements can be wired or wireless links, or any combination thereof,or any other known or later developed element(s) that is capable ofsupplying and/or communicating data to and from the connected elements.These wired or wireless links can also be secure links and may becapable of communicating encrypted information. Transmission media usedas links, for example, can be any suitable carrier for electricalsignals, including coaxial cables, copper wire, and fiber optics, andmay take the form of acoustic or light waves, such as those generatedduring radio-wave and infra-red data communications.

Also, while the flowcharts and interactions have been discussed andillustrated in relation to a particular sequence of events, it should beappreciated that changes, additions, and omissions to this sequence canoccur without materially affecting the operation of the disclosure.

A number of variations and modifications of the disclosure can be used.It would be possible to provide for some features of the disclosurewithout providing others. In yet another embodiment, the systems andmethods of this disclosure can be implemented in conjunction with aspecial purpose computer, a programmed microprocessor or microcontrollerand peripheral integrated circuit element(s), an ASIC or otherintegrated circuit, a digital signal microprocessor, a hard-wiredelectronic or logic circuit such as discrete element circuit, aprogrammable logic device or gate array such as PLD, PLA, FPGA, PAL,special purpose computer, any comparable means, or the like. In general,any device(s) or means capable of implementing the methodologyillustrated herein can be used to implement the various aspects of thisdisclosure. Exemplary hardware that can be used for the presentdisclosure includes computers, handheld devices, telephones (e.g.,cellular, Internet enabled, digital, analog, hybrids, and others), andother hardware known in the art. Some of these devices includemicroprocessors (e.g., a single or multiple microprocessors), memory,nonvolatile storage, input devices, and output devices. Furthermore,alternative software implementations including, but not limited to,distributed processing or component/object distributed processing,parallel processing, or virtual machine processing can also beconstructed to implement the methods described herein.

In yet another embodiment, the disclosed methods may be readilyimplemented in conjunction with software using object or object-orientedsoftware development environments that provide portable source code thatcan be used on a variety of computer or workstation platforms.Alternatively, the disclosed system may be implemented partially orfully in hardware using standard logic circuits or VLSI design. Whethersoftware or hardware is used to implement the systems in accordance withthis disclosure is dependent on the speed and/or efficiency requirementsof the system, the particular function, and the particular software orhardware systems or microprocessor or microcomputer systems beingutilized.

In yet another embodiment, the disclosed methods may be partiallyimplemented in software that can be stored on a storage medium, executedon programmed general-purpose computer with the cooperation of acontroller and memory, a special purpose computer, a microprocessor, orthe like. In these instances, the systems and methods of this disclosurecan be implemented as a program embedded on a personal computer such asan applet, JAVA® or CGI script, as a resource residing on a server orcomputer workstation, as a routine embedded in a dedicated measurementsystem, system component, or the like. The system can also beimplemented by physically incorporating the system and/or method into asoftware and/or hardware system.

Although the present disclosure describes components and functionsimplemented in the embodiments with reference to particular standardsand protocols, the disclosure is not limited to such standards andprotocols. Other similar standards and protocols not mentioned hereinare in existence and are considered to be included in the presentdisclosure. Moreover, the standards and protocols mentioned herein andother similar standards and protocols not mentioned herein areperiodically superseded by faster or more effective equivalents havingessentially the same functions. Such replacement standards and protocolshaving the same functions are considered equivalents included in thepresent disclosure.

The present disclosure, in various embodiments, configurations, andaspects, includes components, methods, processes, systems and/orapparatus substantially as depicted and described herein, includingvarious embodiments, subcombinations, and subsets thereof. Those ofskill in the art will understand how to make and use the presentdisclosure after understanding the present disclosure. The presentdisclosure, in various embodiments, configurations, and aspects,includes providing devices and processes in the absence of items notdepicted and/or described herein or in various embodiments,configurations, or aspects hereof, including in the absence of suchitems as may have been used in previous devices or processes, e.g., forimproving performance, achieving ease, and\or reducing cost ofimplementation.

The foregoing discussion of the disclosure has been presented forpurposes of illustration and description. The foregoing is not intendedto limit the disclosure to the form or forms disclosed herein. In theforegoing Detailed Description for example, various features of thedisclosure are grouped together in one or more embodiments,configurations, or aspects for the purpose of streamlining thedisclosure. The features of the embodiments, configurations, or aspectsof the disclosure may be combined in alternate embodiments,configurations, or aspects other than those discussed above. This methodof disclosure is not to be interpreted as reflecting an intention thatthe claimed disclosure requires more features than are expressly recitedin each claim. Rather, as the following claims reflect, inventiveaspects lie in less than all features of a single foregoing disclosedembodiment, configuration, or aspect. Thus, the following claims arehereby incorporated into this Detailed Description, with each claimstanding on its own as a separate preferred embodiment of thedisclosure.

Moreover, though the description of the disclosure has includeddescription of one or more embodiments, configurations, or aspects andcertain variations and modifications, other variations, combinations,and modifications are within the scope of the disclosure, e.g., as maybe within the skill and knowledge of those in the art, afterunderstanding the present disclosure. It is intended to obtain rights,which include alternative embodiments, configurations, or aspects to theextent permitted, including alternate, interchangeable and/or equivalentstructures, functions, ranges, or steps to those claimed, whether or notsuch alternate, interchangeable and/or equivalent structures, functions,ranges, or steps are disclosed herein, and without intending to publiclydedicate any patentable subject matter.

What is claimed is:
 1. A robot, comprising: a data repository; and amicroprocessor in communication with a network interface and, whenprovided with instructions, the instructions cause the microprocessorto: access, from the data repository, a profile datum specific to a userat a service location, wherein the profile datum comprises an initialvalue; access a performance-limiting criterion from the data repository,the performance-limiting criterion being determined in accordance withthe profile datum; operate the robot to perform a customer service taskat the service location at a default value for an operational parameterand upon determining the performance-limiting criterion is differentfrom the default value of the operational parameter, operate the robotto perform the customer service task at the service location within theoperational parameter associated with the performance-limitingcriterion; and upon receiving signals associated with a component of therobot detecting a human behavior of a human at the service location,determine the human behavior is in accord with a modified profile datumand set the profile datum to the modified profile datum.
 2. The robot ofclaim 1, wherein the operational parameter criterion comprises a limitto a speed of travel of the robot.
 3. The robot of claim 1, wherein theoperational parameter criterion comprises a limit to a speed of motionof a mechanical portion of the robot.
 4. The robot of claim 1, whereinthe operational parameter criterion comprises a limit to a motion of anitem being moved by the robot.
 5. The robot of claim 1, wherein theoperational parameter criterion comprises avoiding an area of exclusionwithin the service location.
 6. The robot of claim 1, wherein thecomponent of the robot detecting the human behavior of the human at theservice location further comprises observing the user.
 7. The robot ofclaim 1, wherein a resource of a contact center remotely detects thehuman behavior, via a signal provided by the robot to the networkinterface, and determines the modified profile datum.
 8. The robot ofclaim 1, wherein the human behavior comprises a behavior associated withimpatience.
 9. The robot of claim 1, wherein the human behaviorcomprises a behavior associated with a concern.
 10. The robot of claim1, wherein the profile datum comprises a desire for social interactionby the robot.
 11. The robot of claim 10, further comprising: the networkinterface; and wherein the robot performs the social interactioncomprising inputs received, via the network interface, from an agent ofa contact center.
 12. The robot of claim 1, further comprising: thenetwork interface; and wherein the data repository is accessed by themicroprocessor via the network interface.
 13. A system, comprising: adata repository; a network interface; a server of a contact centercommunicating via the network interface with a robot at a servicelocation, wherein the server: accesses a performance-limiting criterionfrom the data repository, the performance-limiting criterion beingdetermined in accordance with a profile datum specific to a user at theservice location, wherein the profile datum comprises an initial value;signals the robot to perform a customer service task at the servicelocation within a default value of an operational parameter; upondetermining that the performance-limiting criterion is different fromthe default value, signals the robot to perform the customer servicetask at the service location within the operational parameter associatedwith the performance-limiting criterion; receives signals, via thenetwork interface, comprising detections by the robot of a human at theservice location; and upon determining that a human behavior is inaccordance with a modified profile datum, sets the profile datum to themodified profile datum.
 14. A system, comprising: means to access, by amicroprocessor, a performance-limiting criterion for a robot performinga customer service task at a service location, the performance-limitingcriterion being determined in accordance with a profile datum specificto a user at the service location, and wherein the profile datumcomprises an initial value; means to cause, by the microprocessor, therobot to perform the customer service task at a default value for anoperational parameter and upon determining that the performance-limitingcriterion is different from the default value of the operationalparameter, means to cause, by the microprocessor, the robot to performthe customer service task within an operational parameter associatedwith the performance-limiting criterion; means to detect a humanbehavior, by the microprocessor; and means to determine, by themicroprocessor, that the human behavior is in accordance with a modifiedprofile datum and, in response to the determination means, means to set,by the microprocessor, the profile datum to the modified profile datum.15. The system of claim 14, further comprising means to detect, by acomponent of the robot, the human behavior comprising a non-spokenbehavior.
 16. The system of claim 15, further comprising means toprovide, by the microprocessor, social interaction.
 17. The system ofclaim 14, further comprising, means to provide the microprocessor to therobot via a network interface.
 18. The robot of claim 1, wherein thehuman behavior comprises a behavior indicating impatience to anotherhuman and not to the robot.
 19. The robot of claim 1, wherein the humanbehavior comprises a facial expression.
 20. The robot of claim 1,wherein the human behavior comprises a gesture.